2024 State of Customer Experience Personalization Report

This report examines the current state of customer experience (CX) personalization for 2024, highlighting the challenges and opportunities brands face in delivering tailored experiences. It outlines findings from a joint research initiative by Medallia and the Customer Experience Professionals Association, which surveyed over 300 CX practitioners globally. The report reveals that consumers increasingly demand personalization, with 82% indicating it influences their brand choices. Despite this, many brands struggle to meet these expectations, with only 24% of CX professionals rating their personalization efforts as highly effective. The report identifies key priorities for CX professionals in 2024, emphasizing the importance of improving personalization capabilities, leveraging artificial intelligence, and addressing budget constraints. Additionally, it discusses the varying levels of personalization maturity across different industries, noting that sectors like healthcare and hospitality tend to perform better in delivering personalized interactions. The findings aim to inform organizations in shaping their customer experience strategies for the upcoming year.