Increasing globalization and customers’ access to information is compelling organizations to differentiate their Customer Experience (CX) to stand out from competitors and keep up with the increasing customer expectations.

Digital Customer Experience Management (CXM) capabilities have proven to be a key differentiator for most successful organizations to fulfill customer demand, control costs, and navigate through disruptions such as the COVID-19 pandemic. These digital CXM transformations require a well-planned roadmap that follows a carefully developed strategy to navigate any roadblocks and includes best practices to overcome them.

Everest Group surveyed 40+ organizations, with revenues over US$1 billion that have been on a digital transformation journey for more than two years, to understand the impact of digital CXM adoption and best practices / success factors for driving digital CXM transformation.

This research combines the findings from the survey and in-depth interviews with organizations focusing on digital CXM transformation, as well as Everest Group’s ongoing research and IP on digital CXM, to provide data-driven insights.

Scope

All industries and geographies

Contents

This report covers the following topics related to digital CXM transformation journey:

• The need for digital CXM solutions
• Best practices when beginning the digital CXM transformation journey
• Key success factors when implementing digital CXM solutions
• Outcomes achieved through digital CXM transformation

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management