Program Overview

Cracking Tomorrow's CX Code

Real-Time Customer Intelligence for Exceptional Experience

It’s no secret that the last few years have upended the way customers want to interact with companies. They’ve got higher expectations, bigger demands and about a million more choices if one brand doesn’t deliver. And who can blame them? After all, you’re a consumer too, and want exactly the same things:

  • An easy digital self-service experience.
  • Seamless escalation to a real person.
  • Meaningful personalization (hold the overly familiar creepiness, please).
  • Data transparency, privacy and security.
  • Brands with social purpose and awareness.

But here’s the problem: CX technologies and brand strategies that were once tried-and-true marketing staples are now cracking under the weight. The pressure is on!

Our program is designed to help you release the pressure valve and build a modern CX program. It examines the challenges and opportunities marketing leaders face when crafting customer journeys, how to boost revenue-generating metrics such as customer lifetime value and ways to win and retain customers.

We’re taking a close look at factors leading to the acceleration of CX, such as:

  • Balancing personalization and privacy.
  • Fostering brand loyalty/advocacy.
  • Creating hybrid, real-time experiences
  • Harnessing the power of AI, analytics and machine learning
  • Building CX across generations.
  • Making the most of first-party data.
  • Branding with purpose.
  • Evolving digital transformation.
  • Making the most of programmatic advertising.
  • Venturing into the metaverse

We explore how CX has changed since the pandemic, what CX capabilities marketing leaders enjoy today, and where they’re planning to go in the next decade and beyond.




Curated Facts & Stats

The increasing prevalence of AI-generated information is likely to drive a significant change in how consumers seek out information. Traditional search engines like Google may see a decline in user traffic as consumers pivot more and more toward embracing AI tools such as ChatGPT to answer their questions. This shift signifies a growing trust in artificial intelligence to curate and deliver relevant content.

Source: WSI World

In 2024, the continual rise of smart speakers and voice assistants will reshape how businesses prioritize voice search optimization. A game changer on the horizon is the concept of Search Generative Experience (SGE). This shift will enable a seamless exchange of information, allowing users to engage in natural conversations with search engines as if they were interacting with a knowledgeable assistant.

Source: WSI World

The gap between generations in terms of wealth and property ownership will continue to drive global and social change in 2024. According to research conducted in 2023, the median wealth of millennials (born early eighties to late nineties) is less than half that of baby boomers (born mid-fifties to mid-sixties) at the same age.

Source: Bernard Marr/Forbes

Macroeconomic trends, first-party data and the influence of artificial intelligence will all be instrumental for marketers next year.

Source: Marketing Week

The relevance of artificial intelligence (AI) in digital marketing is growing. According to McKinsey, generative AI’s impact on productivity could add trillions of dollars in value to the global economy. In 2024, marketers should make use of AI-powered technologies to optimise performance.

Source: Marketing Week

With constant change in the marketing, media, and tech landscape, it’s nearly impossible for CMOs to keep up with what the job demands. And let’s add the inherent misalignment between the CEO and CMO around customer obsession to the list of stressors. The good news? CMOs who show up as strategic business leaders don’t just drive results but are viable CEO successors.

Source: Forrester

The key to CX is maximizing the effectiveness of all of these factors at every stage of the customer journey. In 2024, CX will continue to take on new meaning as it becomes a strategic priority for all businesses.

Source: Forbes

Customer experience is not just a set of actions. It also focuses on feelings. How do your customers or prospective customers feel about your brand? At every customer touchpoint, you can improve—or destroy—how your customers feel about you.

Source: Oracle

89% of companies surveyed by Gartner consider customer experience to be the new competitive battlefield.

Source: Gartner

Despite regularly sharing CX and satisfaction metric reports with organisations’ boards, 84% believe that leadership’s use of this data should be improved. In fact, within the technology sector, a fifth (21%) claim that a complete overhaul is needed because executives / the board are not using it at all.

Source: Call Miner


Curated Reading

Program Themes

  • Customer Experience
  • Customer Insights
  • Digital Trends