Blockchain technology continues to redefine the landscape of data management and operational efficiency across various industries, with its impact being profoundly felt in the customer experience (CX) and business process outsourcing (BPO) sectors. As we step into 2024, the evolution of blockchain applications is not just a futuristic concept but a present reality, shaping the way businesses operate and interact with customers.

The CX Blockchain Institute (CXBI) is a global authority in blockchain applications within customer care. In collaboration with Genesis GBS, the CXBI has released this comprehensive whitepaper that synthesizes findings from the 2019 and 2022 Global CX Blockchain Market Intelligence Reports while also providing insights into 2024 trends.

This whitepaper is an essential read for business leaders, strategists, and anyone interested in understanding the pivotal role of blockchain in revolutionizing CX and operational efficiency. It offers valuable perspectives on how this technology is not just an innovative trend but a practical solution for today’s challenges and a strategic tool for tomorrow’s opportunities.

• The decentralized nature and robust security features of blockchain as a digital ledger;
• The transparency, security, and efficiency enhancements offered by blockchain use in CX operations;
• The trends and growth in blockchain integration within contact centers and BPOs;
• Sector-specific blockchain applications, with insights into industries like BFSI, healthcare, retail, e-commerce, and telecom;
• The transformative impact of blockchain in the CX and BPO sectors, focusing on data management, agent efficiency, and customer engagement; and
• 10 Key CX blockchain takeaways, acting as a concise summary of the most critical insights for businesses and detailing the role of blockchain in future-proofing operations and enhancing CX.