Demand for comfort is the highest shopper conduct influencing buyer expertise leaders’ planning this yr, rising from fourth place in 2023.
In distinction, demand for sustainability and moral merchandise has dropped with regards to CX planning and technique, in keeping with a CX Community report, “The International State of CX 2024.”
The report included survey responses from 282 CX practitioners, service leaders, expertise designers, analysts and consultants.
Buyer loyalty stays a high 10 pattern for the remainder of this yr and one in every of solely two tendencies that aren’t instantly associated to expertise, in keeping with the report.
The report additionally revealed 56% of respondents strongly agreed prospects will change manufacturers when unhappy.