An Inside Look at Verint's State of Digital CX Report 2024: Key Takeaways for CX Leaders

Each year, our annual The State of Digital Customer Experience Report highlights the transformative trends shaping customer engagement and provides valuable insights for organisations and CX Leaders.  

This year’s report is a must-read for those interested in discovering how leverage AI and CX automation can deliver better business outcomes, without the need to overhaul entire systems. In fact, AI and CX automation is how more and more organisations are closing the gap between increasing customer interactions and constraints on contact centre resources at a time when the ability to deliver exceptional customer experiences has become a critical differentiator for businesses worldwide. 

Here are the key trends as well as our pro tips for how your business can enhance customer engagement and drive AI business outcomes, straight away.   

Trend: Customers Want Answers Now; They Don’t Care How. 

Indexing on the need for speed, digital channels have become the preferred method of communication, with 61% of consumers opting for digital interactions over traditional telephony. In this fast-paced world, customers prioritise speed and resolution, with 87% of respondents emphasising the importance of quick responses over other factors. 

Pro tip: Rethink rip and replace and get started now. To meet customer demands, businesses must adopt a flexible, open CX platform that seamlessly integrates digital and traditional channels at the pace of your digital transformation.  

Trend: Terrible CX Risks Losing 70% of Your Customers 

The consequences of poor customer experiences are severe, with 70% of customers likely to switch to competitors after a negative encounter. Too many attempts to get simple answers, not enough customer service channel options, and not getting a response fast enough can turn customers to your competitors without much love lost.  

On the flip side, delivering exceptional customer experiences can lead to increased loyalty and advocacy, adding more fuel to the fire for investing in CX excellence. 

Pro tip: Businesses must shift their perspective to CX as a revenue driver rather than a cost centre.  

Trend: Customers Want Better Bots for Self-Service  

While 68% of customers have reported negative experiences with chatbots, 70% of users recognise the benefits of AI-powered chatbots in resolving issues quickly. This underscores the need for more intelligent solutions that go beyond basic automation. 

Pro tip: Advanced AI's capabilities can deliver personalised and efficient service for simple requests on any digital channel while the human touch for complex issues and high value customers.  

Trend: Businesses Are Investing Big in AI 

AI is now central to CX strategy for 52% of businesses, with 66% planning to increase their investment in AI technologies. This trend reflects the growing recognition of AI's potential to transform customer interactions and drive business outcomes. 

Pro tip: Organisations should focus on specific AI use cases that align with their CX goals. Whether through AI-powered specialised bots or automated interaction routing, businesses can strategically integrate ready-to-deploy AI and automation and start achieving business outcomes now.   

Trend: Businesses Want to Deliver AI Outcomes 

The emphasis is on delivering tangible AI outcomes that improve customer interactions and operational efficiency. Industry leaders told us that AI technology trends will have the biggest impact on improving workforce management (62%) and augmenting customer experience (49%). Businesses are seeking specialised AI solutions that can be seamlessly integrated with existing systems to provide immediate value.  

Specifically, the three most selected options (AI-powered bots for self-service [60%], automated customer interaction routing [53%], and automated contextual knowledge for agents [47%]) align with what customers want from their CX—improving first contact resolution and reducing average handle times. 

Pro tip: Deploying adaptable AI solutions enables organisations to enhance CX and optimise operational processes. By leveraging AI to deliver real-world outcomes, businesses can achieve a competitive edge and drive sustainable growth in the digital age. 

The 2024 State of Digital Customer Experience Report offers valuable insights into the trends shaping the future of customer engagement. The strategic adoption of AI and CX automation will be key to delivering exceptional customer experiences and achieving meaningful business outcomes.  

To learn more about the insights and strategies outlined in the report, we invite you to download the full report here. 

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