Original Research: The 2017 State of Digital Customer Experience Report

The pace of technology is making digital transformation, like life, more about the journey than a destination.

Customer expectations continue to evolve with each interaction. The underlying DX technologies and practices must also continually evolve to support the growing ways customers connect with your brand — whether they’re seeking support on social media, mobile, kiosk or in person.

In the third year of SMG/CMSWire's digital customer experience (DX) survey, we discover that over the past year, digital transformation made small gains, digital customer experience continued to rise in importance, budget concerns rose significantly and success metrics moved more closely in line with business goals.