Recent Release | 17 Oct 2023

State of Digital Customer Experience: How Generative AI and Personalization Are Transforming the Digital Customer Experience Landscape

Thought Leadership Team

Oxford Economics

Customers around the world are looking for speed, security, and personalization when interacting with brands, and executives across industries will need to adapt to these expectations quickly to stay ahead of their competition. Our 2023 State of Digital Customer Experience report, developed in collaboration with Adobe, examines how businesses can leverage technologies like generative AI to improve their customer experience strategies.

To better understand the current CX landscape, we surveyed 1,500 executives and 4,000 customers, including business buyers, from 13 countries. We also conducted several in-depth interviews with executives across industries to provide more context about how different companies approach the entire customer journey—including the advanced technologies they are deploying to support the customer experience. Our research shows that executives have big plans to continue expanding their CX tech stacks and business frameworks, but critical gaps in their strategies remain: they must do more to understand the preferences of their customers and provide the positive experiences that keep them loyal.

Teri Robinson

Managing Editor, Thought Leadership

Sundus Alfi

Senior Research Manager, Thought Leadership

Matthew Reynolds

Senior Research Manager, Thought Leadership

Aidan O’Farrell

Research Associate, Thought Leadership

Recent technology-related reports

Amid disruption, what can US office learn from retail?

We examined the disruption of generative AI at the US county level. We identified several metros – Atlanta, Denver, New York, San Francisco, and Washington DC – that had at least one county with the highest percent of displaced workers from AI.

Find Out More

Taiwan earthquake hit local chip production, but only temporarily

Taiwan was hit by the 7.2 magnitude earthquake on 3 April, the strongest in 25 years. However, the economic impact seems to be manageable so far, thanks to sparse population close to the epicentre, improving building codes and stronger disaster management and awareness in the past two decades.

Find Out More

Leading through the great disruption: How a human-centric approach to AI creates a talent advantage

The Oxford Economics' and Adecco Group’s Business Leaders research investigates the changing world of work from the executive perspective. Our research focuses on the impact on talent strategy of Artificial Intelligence (AI) and Generative AI (GenAI).

Find Out More

Greenomics – Ep. 9 | The nature of Travel & Tourism

A discussion of the crucial role of climate-ready buildings in the global push towards a net-zero future. They delve into sustainable construction practices, the importance of regulations, retrofitting existing buildings, and behavioural changes to create environmentally friendly homes. The conversation also touches on the economic challenges and choices associated with transitioning to sustainable living.

Find Out More