Digital Customer Experience Trends

Discover the trends shaping digital customer experiences and what you can do to prepare your business for 2024—and beyond.

Explore the top trends



hero-background-ellipse hero-background-circle

Access all 10 trends


Discover all the top ten trends

And how you can prepare your business for 2024—and beyond

What's Next in CX report cover
Personalization main page inside the report
Preview of the report with personalization use case page


Explore the top trends

Download the full report for use cases and best practice examples from leading brands to help you prepare for 2024.



From Chat GPT to AI-powered recommendation engines, AI has quickly become embedded into the digital experience.

No surprise, then, that digital professionals predict AI will dominate customer experience in 2024.




“I don't think Gen AI is going anywhere. I think we're going to get smarter about how we're going to use it, how we adopt it across all levels, what prompts to ask it, and how to think about what the follow-ons from those are. Generative AI is all the rage—It's going to be everyone’s best friend, but only if we figure out how to use it.”


Headshots-Nov-22-2023-02-48-58-9169-PM Sehr Thadhani,
Chief Digital Officer



Providing customers with relevant experiences tailored to their needs is kind of a no-brainer. And brands such as Netflix, Spotify and Amazon have set the bar so high customers now expect intuitive, personalized experiences wherever they go.

And in 2024, it’s going to get a lot easier to do that, with real-time data and AI helping companies achieve the next level of personalization: Hyper-personalization.




of consumers expect customized experiences — and companies that get personalization right generate 40% more revenue.

Source: Mckinsey




Advances in immersive technology such as augmented reality (AR), virtual reality (AR) and 3D content are helping bridge the gap between physical and digital experiences.

These technologies are already prevalent across many industries, particularly in retail and eCommerce, where they’re helping bring in-store experiences (such as trying on clothes and testing out furniture and makeup) into the digital space.




“We're going to move more towards being able to understand how clothes are going to fit on you as a person through digital experiences. So whether that's scanning your body and being able to see what a product will look like on you or being able to choose a model that's your skin color or your body type.”


Headshots (1)-2


Jasmine Baker,
Consumer Insights Associate


Mask group (2)-1

About the survey

This report is based on a survey of 2751 digital professionals within marketing, UX and product functions across industries globally conducted between April and October 2023.


Upon signing up for Contentsquare’s flagship CX Circle events across the globe, registrants were asked “What do you think will be the biggest trend in digital experience next year?”.


The data was collated and sorted using thematic analysis as a prompt for Open AI’s Chat-GPT4 tool. All data was translated and grouped into the 10 categories and sub-categories.


Our primary data has been supplemented by secondary research from Statista, McKinsey, Deloitte, Forrester, Precedence Research and others.

Get the full report

Overview of the 2024 Digital Customer
Experience Trends survey

Senior leaders
Managers and practitioners