Consumer Behavior

Convenience tops sustainability in CX planning

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September 3, 2024

Demand for convenience is the top consumer behavior influencing customer experience leaders' planning this year, rising from fourth place in 2023.

In contrast, demand for sustainability and ethical products has dropped when it comes to CX planning and strategy, according to a CX Network report, "The Global State of CX 2024."

The report included survey responses from 282 CX practitioners, service leaders, experience designers, analysts and consultants.

Customer loyalty remains a top 10 trend for the rest of this year and one of only two trends that are not directly related to technology, according to the report.

The report also revealed 56% of respondents strongly agreed customers will switch brands when unsatisfied.