Digital Innovation Improves Customer Experiences
Digital Innovation Improves Customer Experiences
The majority of CIOs and other tech leaders feel under pressure to constantly improve their organization’s customer experience (CX) through digital innovation.
Powerful Presence
73% of the CIOs and other IT executives and managers surveyed said digital tech is disrupting their industry.
Committed Investment
60% said their organization has spent at least $1 million on digital innovation/transformation projects within the past 12 months.
Dual Benefits
62% said digital projects have created more efficient working processes during the past 12 months, and 44% said they have increased worker productivity.
Drivers of Digital Innovation/Transformation
Improving customer experiences: 63%.
Creating services and CX that stand out from the competition: 49%.
Improving end-user experiences: 46%.
Notable Progress
80% of the IT leaders surveyed said they feel under pressure to constantly improve their customer experiences with technology. 52% said they have made significant improvements in transforming CX with digital innovation.
Delayed Reaction
Only 41% said they can make use of recent customer data in real time. The average minimum age of customer data that can be used is 28 hours.
Baby Steps90% of the respondents said the revolutionary potential of digital projects is often discussed, but they mostly deliver only incremental improvements.
Big Barriers, Part I
40% of the IT leaders surveyed said a lack of resources represents a major obstacle in using data for new digital services, while 39% cited the complexity of using multiple technologies.
Big Barriers, Part II
36% said the reliance on legacy database technology represents a major obstacle in using data for new digital services, while 32% cited a lack of needed skills.