The 2019 State of Digital Customer Experience

Success in building pleasing and durable customer relationships requires new practices and skills, new tools and most importantly, new leadership.

While most organizations still struggle to fully understand their customers, the successful ones are exhibiting astute technology investment patterns which result in the delivery of superior customer experiences.

In this fourth annual State of Digital Customer Experience report we surface the latest trends, aspirations and challenges via the insights gathered from 326 digital customer experience executives.

Included in this report:

  • Different views on the value and benefit of customer data management platforms
  • Why to be wary of vendors claiming their AI solution is a cure-all for DCX
  • DCX as an integral part of a broader digital transformation strategy


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