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CX Network: The 2016 State of Digital Transformation

Brian Solis

I’d like to offer a special welcome to those visiting from the CX Network. We’re all part of a dedicated community that is driving the future of customer experience. I wanted to personally share my latest research on “The State of Digital Transformation” with you. The report looks at digital investments and change through a CX lens.

State of DT Report CoverPlease click here to download your copy.

Highlights from the report:

CX remains the top driver of digital transformation, but IT and marketing still in influence technology investments (even without fully understanding customer behaviors and expectations).

Fifty- five percent of those responsible for digital transformation cite “evolving customer behaviors and preferences” as their primary catalyst.

Only half (54%) of survey respondents have completely mapped out the customer journey within the last year or are in the process of doing so.

A mere 20% of digital transformation leaders are studying the mobile customer journey and/or designing for real-time “micro moments” in addition to customer journey work.

The top three digital transformation initiatives at organizations today are accelerating innovation (81%); modernized IT infrastructure with increased agility, flexibility, management, and security (80%); and improving operational agility to more rapidly adapt to change (79%).