2023 - 2024 年客户旅程体验的状态

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This research report explores the shift from brand-led to customer-centric journey enablement in enterprises. The report highlights the impact of advanced CX technologies on the customer journey experience, empowering customers to take their own journeys on their own terms. The report also presents insights and case studies from Annette Franz, Jim Tincher, New Balance, and Alterian. The research was conducted by CX Network in partnership with Alterian, and 100 CX Network members shared information on their organization's efforts to understand evolving customer needs and behavior. The report concludes that while many organizations are benefiting from this evolution, there are still many challenges for others to overcome in the state of the customer journey experience.