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.

73% of the CIOs and other IT executives and managers surveyed said digital tech is disrupting their industry.

60% said their organization has spent at least $1 million on digital innovation/transformation projects within the past 12 months.

62% said digital projects have created more efficient working processes during the past 12 months, and 44% said they have increased worker productivity.

Improving customer experiences: 63%.
Creating services and CX that stand out from the competition: 49%.
Improving end-user experiences: 46%.

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.

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.

90% of the respondents said the revolutionary potential of digital projects is often discussed, but they mostly deliver only incremental improvements.

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.

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.