2024 State of Customer Engagement Report

2024 state of customer engagement report
2024 state of customer engagement report

Executive summary

AI has proved it’s here to stay. In 2023, advancements in predictive and generative AI (hello, ChatGPT) carved a clear path for intelligent customer engagement. Now, brands can ditch the age-old method of one-to-many personalization and deliver unique experiences for every single customer. 

We’re calling this the age of individualization.

To understand how brands are adopting AI to offer fully connected experiences—and how customers are responding—we surveyed business leaders and consumers from across the world. In our 2024 State of Customer Engagement Report, we examine the strategies brands are using to speak directly to their customers one-to-one, explore key trends, and share global and generational statistics.

Unlock the comprehensive report to dive into the full data and gain access to actionable insights that will propel your business forward in 2024 and beyond.

of companies say they already use AI to personalize marketing

The five key insights for 2024


Trend 1

Using AI can greatly improve customer engagement


Trend 2

Protecting consumer data is key to maintaining trust


Trend 3

Some brands aren’t letting go of third-party cookies


Trend 4

Younger consumers want better digital experiences


Trend 5

Brands need to close the customer experience gap

What’s inside the report

  • Bar chart with line chart
    Insights from 4,750 businesses and 6,300 consumers

  • User symbol in a circle
    Global data on AI, engagement, and personalization

  • User with a heart symbol
    The engagement strategies employed by top brands

  • A document with a lightbulb
    Actionable takeaways you can use to improve engagement

  • Browser speed icon
    Predictions for the future of customer engagement

Brands getting engagement right
Brands getting engagement right

Read the full report

Access the report to see the full findings from over 4,750 businesses and 6,300 consumers.

Explore the in-depth insights

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