During a 2023 survey among senior marketing executives worldwide, it was found that basic information, such as first name, e-mail content, homepage, would be the most important type of data used for customer experience personalization, at 80 percent in 2024, compared to 39 percent in 2023. Purchase-based and advanced personalization techniques would also keep on growing and are expected to reach 62 and 70 percent in 2024, respectively.

A survey conducted among decision makers about the uses of artificial intelligence (AI) in customer experience in 2024 highlights numerous benefits of AI applications in enhancing this experience. Around 50 percent make the use of this tool to analyze feedback, create content and for chatbots. Over a quarter use the tool to make it possible to analyze data and predict future trends, behaviors, or outcomes.

The top customer service priority worldwide for 2024 was increasing customer satisfaction, with nearly 80 percent of customer service leaders who stated this as their answer. Reducing customer service response time was somewhat further down in the list of top customer service priorities, with 54 percent of respondents who claimed this was their top priority for 2024.

During a March 2024 survey, approximately 67 percent of surveyed experience management (XM) professionals in the United States stated they would significantly or moderately increase emphasis on designing and launching new offerings for customers compared to the previous year. About 31 percent of the same respondents reported similar levels of emphasis, while three percent stated they would emphasize moderately or significantly less.

A survey conducted in 2024 in the United States shows the perspective of consumers when analyzing the use of artificial intelligence on the shopping experience. Almost 35 percent of shoppers consider that this resource improved the experience in some form, and on the opposite side around 40 percent consider having worse experiences.

During an April 2024 survey in the United States, approximately 48 percent of responding customer experience (CX) professionals said individualized customer support made a personalized customer experience; 43 percent of responding adult consumers agreed. However, customized products and services ranked second among CX experts, chosen by 39 percent of them, while 34 percent of participating consumers selected special offers and deals.

The NordicsB2B e-commerce companies tailored the digital experience of their customers, according to a survey from 2024. Half of the companies understand their customers journey through interviews, followed by 46 percent who stated they use internal knwoledge.

In 2024, at contact centers that were currently using generative artificial intelligence (GenAI), almost 60 percent said that this technology had improved customer effort scores. When this is compared to contact centers not yet using GenAI, this share was signifcantly lower at 35 percent.

In 2024, the rise of digital engagement (including chatbots) had the biggest impact on customer expectations by an increasing emphasis on speed/convenience. Almost 84 percent of respondents said it has effected their contact center in such a way. Another significant expectation was on round the clock, every day support. Roughly 83 percent of those involved with contact centers stated customer expectations were now expecting their issues to be solved at any time and and on any day.

In 2024, according to the American Customer Satisfaction Index (ACSI), the quality and reliability of mobile apps were identified as the most satisfying factors for U.S. customers using internet portals and search engines. Although all aspects saw improvements from the previous year, privacy and the presence of ads on the site received the lowest ratings in 2024, as each scored 79 out of 100 index points. Overall customer satisfaction with internet search engines and information reached 80 out of 100 points in the United States in 2024, and is one of the highest ratings ever registered for these platforms.

The Your Customer Experience Index is intended to differentiate more easily between companies achieving similar results and to indicate real quality leaders on a scale from 0 to 1000. In 2024, the leader of experience quality of home, garden, and DIY products in Poland was Allegro, followed by IKEA.

In the online channel of the electronics and household appliances in Poland in 2024, the leader was Allegro with a score of 747. In the traditional channel, the leader was Komputronik with 673.

Allegro, Notino, and Hebe had the highest index on the online channels in Poland in 2024. Customers' experience of traditional sales is at the highest level in Hebe, where the rate of stationary sales.

During a 2024 survey among customer experience (CX) practitioners worldwide, approximately 64 percent said product experience was a significant or critical priority for organizations. Around 63 percent said the same about CX.

The Your Customer Experience Index is intended to differentiate between companies achieving similar results more easily and to indicate real quality leaders on a scale from 0 to 1000. Companies in the analyzed industries in Poland achieved results in the area of 600-800 points. In 2024, the leader in experience quality was Zalando, followed by Allegro and Shein.

The Your Customer Experience Index is intended to differentiate between companies that achieve similar results more easily and to indicate real quality leaders on a scale from 0 to 1000. Allegro and Notino achieved the most positive results in Poland in 2024. Biedronka and Drogerie Melissa performed the worst.

According to a 2024 survey carried out in eight European countries, 15 to 21 percent of consumers did not know how to interact with AI-powered customer service in an effective way. With 21 percent, Italian shoppers struggled the most getting what they wanted from AI customer service offerings.

The Your Customer Experience Index is intended to differentiate more easily between companies achieving similar results and to indicate real quality leaders on a scale from 0 to 1000. T-Mobile, Orange, and Play achieved the most positive results in Poland in 2024.

In the telecommunications industry in Poland in 2024, experience index in all channels was relatively equal. T-mobile achieved the highest quality ratio in the online channel and Canal+ the highest quality ratio in the traditional sales.

As of March 2024, about 55 percent of surveyed Gen Z adults in the United States expressed support for brands using generative artificial intelligence (AI) for offering customer service support. Among millennials, the figure reached 69 percent, while for Gen Xers and baby boomers, it reached 54 and 35 percent, respectively.