In our market analysis "CUSTOMER EXPERIENCE TRENDS 2024", we analysed data from more than 200 companies on strategy and technology approaches. Our surveys revealed the challenges that retail companies are facing - external fluctuations and uncertainties in the supply chain in particular require greater resilience than before. In order to be able to react more quickly to changes, companies want to make IT landscapes and ecosystems more flexible so that they can scale as required at any time.
Three key trends within the strategic orientation for customer experience in companies became clear:
- Composability as a booster for top performance and simplified adaptability,
- personalisation as a multiplier for successful customer loyalty and
- Connected content as the basis for operational efficiency and seamless customer experience.