Growing consumer appetites for secure, frictionless digital engagements means that delivering on these expectations has become mission-critical for organizations of all sizes and industries. As organizations become more digitally advanced, many are transforming their customer experiences by investing in new technologies that are crucial to drive seamless, secure digital journeys. Findings from a global, cross-industry research study that surveyed 750 enterprise-level customer experience (CX) and IT decision-makers show that digitally advanced organizations, or those that have formal digital transformation strategies and are early adopters of technologies, are better able to meet their buyers’ expectations for customer experiences.
These businesses have more mature investments in certain foundational technologies and processes that are critical to create seamless, secure and trusted digital experiences.
Download this report to find out how digitally advanced organizations provide a blueprint for best practices and have certain characteristics in common.