Skip to content
WWT LogoWWT Logo Text
The ATC
Search...
Ctrl K
Top page results
See all search results
Featured Solutions
What's trending
Help Center
Log In
What we do
Our capabilities
AI & DataAutomationCloudConsulting & EngineeringData CenterDigitalSustainabilityImplementation ServicesLab HostingMobilityNetworkingSecurityStrategic ResourcingSupply Chain & Integration
Industries
EnergyFinancial ServicesGlobal Service ProviderHealthcareLife SciencesManufacturingPublic SectorRetailUtilities
Featured today
Learn from us
Hands on
AI Proving GroundCyber RangeLabs & Learning
Insights
ArticlesBlogCase StudiesPodcastsResearchWWT Presents
Come together
CommunitiesEvents
Featured learning path
Who we are
Our organization
About UsOur LeadershipLocationsSustainabilityNewsroom
Join the team
All CareersCareers in AmericaAsia Pacific CareersEMEA CareersInternship Program
WWT in the news
Our partners
Strategic partners
CiscoDell TechnologiesHewlett Packard EnterpriseNetAppF5IntelNVIDIAMicrosoftPalo Alto NetworksAWS
Partner spotlight
What we do
Our capabilities
AI & DataAutomationCloudConsulting & EngineeringData CenterDigitalSustainabilityImplementation ServicesLab HostingMobilityNetworkingSecurityStrategic ResourcingSupply Chain & Integration
Industries
EnergyFinancial ServicesGlobal Service ProviderHealthcareLife SciencesManufacturingPublic SectorRetailUtilities
Learn from us
Hands on
AI Proving GroundCyber RangeLabs & Learning
Insights
ArticlesBlogCase StudiesPodcastsResearchWWT Presents
Come together
CommunitiesEvents
Who we are
Our organization
About UsOur LeadershipLocationsSustainabilityNewsroom
Join the team
All CareersCareers in AmericaAsia Pacific CareersEMEA CareersInternship Program
Our partners
Strategic partners
CiscoDell TechnologiesHewlett Packard EnterpriseNetAppF5IntelNVIDIAMicrosoftPalo Alto NetworksAWS
The ATC
ResearchUnified CommerceData AnalyticsContact Center SolutionsCustomer ExperienceAI & DataDigital WorkspaceDigital
WWT Research • Priorities Report
• July 23, 2024 • 26 minute read

Customer Experience Priorities

A roadmap for exceeding customer expectations, leveraging AI effectively and creating a competitive advantage

Pioneering a new path forward in customer experience 

How to create a winning customer experience strategy 

For years, customer experience (CX) was narrowly focused on traditional elements of customer service, such as customer satisfaction scores (CSAT), reviews and interactions with frontline staff. While those elements are still important, the definition of CX has broadened to encompass every touchpoint and interaction within the customer journey — both pre- and post-purchase — and includes empowering employees to deliver memorable brand experiences.

What was once the responsibility of an individual department (i.e., the call center, marketing or sales) has now transformed into an enterprise-wide initiative in which every employee contributes to its success. 

With 79 percent of organizations prioritizing CX in the coming year, the race is on for chief digital officers (CDOs), chief marketing officers (CMOs) and CX leaders to exceed customer expectations, leverage artificial intelligence (AI) effectively and drive competitive advantage. 

If you're in this position, odds are you're facing significant challenges and headwinds, from rapidly evolving customer expectations to AI uncertainty and economic conditions to organizational silos, talent shortages and technology sprawl. One or all of these factors may be at play while you're trying to justify spending and push the CX forward, which can slow progress and give your competitors an opportunity to pull ahead. 

To be an effective CX leader, it's vitally important to focus your resources in the right places. In this report, you'll learn the top five CX priorities for the coming year, step-by-step guidance for achieving them, how to justify investments and ways to measure your success. 

"WWT Research reports provide in-depth analysis of the latest technology and industry trends, solution comparisons and expert guidance for maturing your organization's capabilities. By logging in or creating a free account you’ll gain access to other reports as well as labs, events and other valuable content."

Thanks for reading. Want to continue?

Log in or create a free account to continue viewing Customer Experience Priorities and access other valuable content.

  • About
  • Careers
  • Locations
  • Help Center
  • Sustainability
  • Blog
  • News
  • Press Kit
  • Contact Us
© 2025 World Wide Technology. All Rights Reserved
  • Privacy Policy
  • Acceptable Use Policy
  • Information Security
  • Supplier Management
  • Quality
  • Cookies