Customer Experience Is A Key Outcome
Enhancing the customer experience is seen as a key outcome of digital transformation strategies. Forty-four percent of executives cited better customer engagement as a "critical" outcome, and another 40 percent label it "very important." Meanwhile, 40 percent cited better connection with customers – especially mobile users - as critical, while 39 percent cited it as very important. Those two reasons topped a list of five desired outcomes from digital transformation activities.