report

The 2018 State of Digital Customer Experience

Success in digital experience requires new practices and skills, new tools and most importantly, new leadership.

The State of Digital Customer Experience 2018

The most successful organizations have built a culture of customer centricity, created holistic and validated views of their customers’ journeys and have implemented vibrant customer feedback mechanisms that inform product design and experience refinements.

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:

  • 2019 digital priorities from 326 executives
  • Top digital customer experience challenges
  • How AI is impacting customer experience
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This report is sponsored by SMG/CMSWire