Global Report: Customer Experience and Technology

How do applications impact customer experience?

A strong customer experience (CX) allows your product or service to stand out in a crowded market. It also raises brand awareness, improves employee satisfaction and drives bottom-line outcomes.

It should therefore come as no surprise to discover 94% of companies have CX initiatives or strategies in place. The bombshell is where organizations consider CX in terms of strategic priorities: it comes out on top, above IT security/compliance, IT strategy and digital transformation. 

That’s just one of the thought-provoking revelations from our global survey that investigates the role technology and applications play in differentiating customer experience. We analyzed over 1,400 responses from companies with $300 million or more in earnings. Respondents were business leaders from a range of IT and non-IT business units.

In this white paper, we discuss how technology factors into customer experience, and what companies are doing to improve and manage CX across the business.

Download the report for the full findings.

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