As the digital revolution has gathered momentum, it has become widely understood that the “digital customer experience” is the key to engage with, delight and monetize customers in the modern world. However, a miniscule number of U.S. and European companies believe their customers’ current digital experience could be qualified as “excellent,” our primary research reveals. In an era when the majority of organizations believe their brand is software and software is their brand, companies are making a shocking admission that requires urgent attention: The digital experience that they offer to customers isn’t so great. It is alarming that so few enterprises believe — in late 2014, as the Internet celebrates its 20th birthday as a commercial highway — that they are mastering this key lever of business success. This finding should serve as a wakeup call for those in charge of their organization’s digital future or, let’s face it, their future.
In this major report, Cognizant’s Center for the Future of Work partnered with leading market research firm Oxford Economics to conduct extensive interviews with senior executives in charge of digital transformation initiatives within their organizations. We examined how organizations in both the U.S. and Europe are re-thinking the way they market, sell and provide value-added services to take advantage of the incredible new possibilities that next-generation technologies are creating.
Read our recent research report 'Putting The Experience In Digital Customer Experience' to find what our research reveals. Enjoy reading!
File size - 3MB
The file size is large, so please give it a couple of minutes to download.