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CX Trends 2024

The consumer trends shaping 2024 revealed feat. Forrester

From the rise of artificial intelligence to ongoing economic pressure, the consumer experience continues to change considerably. Join us to get a first look at the 2024 global consumer trends based on our study of 10,500 consumers across Asia (28,000 globally) to plan your 2024 CX strategy.

Plus, with continued pressure on CX budgets, hear from Forrester on how and where CX leaders can invest (or cut back) so you can realign spending to drive action and deliver value.

Watch this webinar to learn:

  • The key trends shaping 2024, according to 28k+ consumers
  • How to invest in customer-focused initiatives, not just internal priorities
  • Where to reduce expenses and allocate funds for CX experimentation
  • How to invest in emerging tech like generative AI and extended reality
  • Live Q&A with our CX experts to cover your top-of-mind challenges, opportunities, and questions

Watch Now

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Picture of Ivana Sekanic

Ivana Sekanic

Head of CX Solution Strategy ANZ

Ivana has a proven track record in designing and implementing large-scale CX programs that improve decision making, prioritise resources and drive superior customer outcomes. She has held a broad range of business transformation roles over the last 15 years in the Australian Energy and Financial Services sectors. This experience is enhanced and underpinned with an academic background in Business (double degree in Computing & Business) and postgraduate qualification in Lean/Six Sigma principles.

Picture of Riccardo Pasto

Riccardo Pasto

Principal Analyst, Customer Experience, Forrester

Riccardo serves customer experience (CX) leaders. His research focuses on CX management, customer service, co-creation, and design thinking.

Riccardo has over 10 years of experience in Asia Pacific. Prior joining Forrester, he worked with Lenovo as a customer service strategist, where he led strategic planning and market intelligence with a long-term focus on customer experience improvements. At Lenovo, he also drove global post-merger communications between the Lenovo and Motorola service teams. Before Lenovo, Riccardo worked with GCS Business Capital, where he led research activities for Chaotics, a strategic business framework for dealing with economic turbulence.

Riccardo is fluent in English, Mandarin, and Italian. In addition, Riccardo holds a dual MBA degree from Peking University and the University of Washington.

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