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Digital Customer Experience: 2018-19 Research Study

Author: Robin Gareiss, President & Founder

A detailed global study examining how digital transformation is changing customer experience and engagement. The study covers success metrics, organizational strategies, budgets, and specific use cases that showcase how organizations are driving business value through digitizing and integrating the customer experience.


Table of Contents
  • Introductions
  • Digital Customer Experience Primer
  • Methodology and Demographics
  • Customer Transformation Projects
  • Success Metrics
  • Technology Trends
  • Budgets and Organization
  • What’s Next?
  • Recommendations


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