The document discusses improving customer experience through digital transformation. It notes that customers now engage through multiple channels and marketers lack centralized data and tools. A survey found that improving customer experience is the top priority, but organizations face barriers like lack of strategy and digital skills. The document proposes focusing digital transformation initially on optimizing customer engagement across omnichannels using solutions that can build mobile apps, websites, and leverage data and analytics.

1. Unleashing Digital
Customer Experience
Day 1

2. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.2
Templates © 2003 - 2016 Chasm Institute LLC. All rights reserved. Permission granted for use by Progress.
The Problem with Customer Experience
Engages on a
growing number
of channels
Demands a
personal
conversation
The
Customer
Has scattered
data and tooling to
engage with the
customers
Has no good way
to understand
and personalize
the customer
experience
The
Marketer

3. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.3
Templates © 2003 - 2016 Chasm Institute LLC. All rights reserved. Permission granted for use by Progress.
What We Heard from the Market
Improving customer experience is the #1 priority for organizations and digital is
the big focus in achieving this.
Key “make or break” stakeholders are CEO, CMO, CIO.
Barriers to delivering improved customer experience are lack of centralized
strategy, reliance on IT team, cultural resistance and lack of digital skills.
Organizations say they have 1 or 2 years at best to make significant inroads with
digital transformation before they suffer financially / competitively
Progress & LoudHouse
Survey
707 decision makers who are
involved with the digital
strategy for their organization
March 2016

4. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.4
Templates © 2003 - 2016 Chasm Institute LLC. All rights reserved. Permission granted for use by Progress.

5. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.5
Templates © 2003 - 2016 Chasm Institute LLC. All rights reserved. Permission granted for use by Progress.
That Lead us to Digital Transformation
Focused on optimizing business outcomes
With an initial focus on customer engagement
While continuing to support operational efforts

6. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.6
Templates © 2003 - 2016 Chasm Institute LLC. All rights reserved. Permission granted for use by Progress.
Many organizations struggle providing a compelling website
experience, and while they experiment with mobility,
supporting a dynamic omni-channel engagement model is
beyond their reach.
Omni-Channel Engagement

7. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.7
Templates © 2003 - 2016 Chasm Institute LLC. All rights reserved. Permission granted for use by Progress.
Develop & Manage
Mobile Apps &
Projects
Rapidly Build &
Deploy Cloud
Applications
Leading UX
support for
compelling Apps
Optimize Customer
Experience &
Manage High-Fidelity,
Web Sites
Foundation for Digital Business
CUSTOMER
CHALLENGE
PROGRESS
SOLUTION
RAD Mobile Develop CMS &
Digital Experience
Sophisticated rules, operational analytics & reportingSUPPORTED BY RICH BUSINESS
RULES & ANALYTICS…
Data connectivity and integration to any cloud or on-premise data sourceLEVERAGING ANY DATA…

8. © 2016 Progress Software Corporation and/or its subsidiaries or affiliates. All rights reserved.8
Templates © 2003 - 2016 Chasm Institute LLC. All rights reserved. Permission granted for use by Progress.