CX Today’s State of CX 2024 report is live and causing a stir.
In speaking to some of the most renowned names in the CX tech space, the publication’s latest research uncovered a number of illuminating statistics on the challenges and opportunities in the sector.
While a statistic might not be able to emulate a picture in its ability to paint a thousand words, it can still be highly useful in outlining the trends and patterns prevalent within a piece of research.
Mark Twain may have lambasted stats in his infamous “lies, damned lies, and statistics” remark, but we here at CX Today would politely disagree with Mr Twain – particularly when the stats in this report are taken from such a deep and diverse selection of global CX professionals and leaders.
So, without further ado, let’s take a look at the three defining statistics from The State of CX 2024: Insights from the Customer Experience Technology Sector.
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61 Percent of Vendors, Agents, & Resellers Are More Confident Than 12 Months Ago
One of the most illuminating statistics unearthed from the report was the drastic increase in business confidence in the last year.
Of those professionals surveyed, 61 percent stated that they were ‘more confident’ than they had been 12 months ago, with 33 percent reporting that they were ‘about the same’, and just three percent feeling ‘less confident’.
Like any bout of confidence, it can always be tracked back to a source.
Whether it’s an athlete having pulled off a miraculous game-winning feat the week before, or a student receiving praise and reassurance from a considerate teacher, confidence rarely comes from nowhere – and it’s no different in the CX tech space.
Undoubtedly, a strong contributor to the respondents’ confidence boost is the significant revenue growth experienced in the past 12 months.
Indeed, when asked about revenue changes over the past year, only three percent reported a decrease, while 87 percent saw increases, including 17 percent who experienced growth of over 50%.
