Digital CX & Engagement Market Study

Digital is quite simply how members of all generations, from all demographics, communicate in today’s world. As a result, it is quite simply where today’s businesses need to focus significant portions of their customer engagement investments.

Most companies accept this reality, but embracing the importance of digital is not the same as consistently delivering stellar digital experiences. Far too many brands fail to provide frictionless, let alone memorable, journeys and thus squander opportunities to gather vital customer insights, deliver cost-effective service, and maximize high-value sales and marketing conversions.

What stands in the way of successful digital engagement? What will it take to overcome these challenges? This research-driven Market Study has the answers. Topics include:

• Do companies feel their digital experiences accurately reflect brand values?
• Seamlessness is essential in the digital world, but are today’s CX teams properly aligned?
• Which parts of the digital experience require the most customer effort?
• What is preventing companies from delivering personalized interactions in digital channels?
• With all the talk about hiring challenges, how are companies ensuring they have enough resources to thrive in digital?
• What roles can AI and analytics investments play in elevating digital experiences?