New SMG/CMSWire Research: The State of Digital CX

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Understand the how, why and what’s next of this digital customer experience conference through exclusive data from CMSWire’s 2018 State of Digital Customer Experience report. Download the 2018 State of Digital Customer Experience report here: https://www-cmswire.simplermedia.com/cw-cp-smg-2018-dcx-report.html

Technology

Rich Hein
Head of Content
& Audience Strategy
THE DCX REPORT

4 years of Digital Customer
Experience Reports
HISTORY

CATEGORY OR HEADER
What size
is your
organization?
DEMOGRAPHICS

CATEGORY OR HEADER
Which of the
following best
describes your
job level?
DEMOGRAPHICS

How important is
digital customer
experience to your
organization?
PRIORITIES

Why is digital
customer
experience
a priority
for your
organization?
PRIORITIES

CHALLENGES
What are your
organization’s
top 3 digital
customer
experience
challenges?

What are your organization’s TOP 3
digital customer experience challenges?
CHALLENGES
Limited cross-
departmental
alignment and
collaboration
Siloed
systems and
customer
data
Limited
budget and
resources

DECISION-MAKING
Which department
in your organization
is the primary
decision-maker for
digital customer
experience
technology
investments?

EFFECTIVENESS
How would you
rate the general
effectiveness of
your current
digital CX
platforms and
tools?

Space for text hereKNOWLEDGE
How well do you think your organization currently
understands its customers’ digital behavior?

METRICS
How does your
organization
measure digital
CX improvement?

METRICS
Which one
is most useful
for your
organization?

What are your organization’s current digital
customer experience investment priorities?
PRIORITIES

ARTIFICIAL INTELLIGENCE
What impact do you expect AI and machine
learning to have on digital customer experience
over the next 2-5 years?

Where do you
expect AI and
machine learning
will have the most
impact on your
organization’s
customer
experience?
ARTIFICIAL INTELLIGENCE

Get the full report at
http://bit.ly/dx-2018-survey
DOWNLOAD

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