Skip to Content

This browser is no longer supported.

For the best WWT.com experience, please use one of our supported browsers.

Safari Logo Safari Chrome Logo Chrome Firefox Logo Firefox Edge Logo Edge
Search wwt.com...
Top page results

See all search results

Featured Solutions
What's trending
Help Center
Home
Solutions & Services
Solutions
AI and Data
Automation & Orchestration
Cloud
Data Center
Digital
Digital Workspace
ESG
Mobility
Networking
Security Transformation
See all Solutions
See all Solutions
Services
Application Services
ATC Lab Services
Consulting Services
Customer Success
Infrastructure Services
Mergers & Acquisitions
Strategic Resourcing
Supply Chain & Integration
See all Services
See all Services
Industries
Utilities
Financial Services
Global Service Provider
Healthcare
Life Sciences
Manufacturing
Oil & Gas
Public Sector
Retail
See all Industries
See all Industries
Partners
Cisco
Dell Technologies
HPE
NetApp
VMware
f5
Intel
Microsoft
Palo Alto
See all Partners
See all Partners
Learning & Support
ATC
Communities
Events
Labs
Learning Paths
Research
About
Footer Links
Blog
Careers
Contact Us
Diversity & Inclusion
Locations
News
Sustainability
Unified Commerce WWT Research Data Analytics Contact Center Solutions Customer Experience Artificial Intelligence and Data Digital Workspace Digital
WWT Research • Priorities Report
• August 24, 2023 • 23 minute read

Customer Experience Priorities

A roadmap for exceeding customer expectations, leveraging AI effectively and creating a competitive advantage

Pioneering a new path forward in customer experience 

How to create a winning customer experience strategy 

For years, customer experience (CX) was narrowly focused on traditional elements of customer service, such as customer satisfaction scores (CSAT), reviews and interactions with frontline staff. While those elements are still important, the definition of CX has broadened to encompass every touchpoint and interaction within the customer journey — both pre- and post-purchase — and includes empowering employees to deliver memorable brand experiences.

What was once the responsibility of an individual department (i.e., the call center, marketing or sales) has now transformed into an enterprise-wide initiative in which every employee contributes to its success. 

With 79 percent of organizations prioritizing CX in the coming year, the race is on for chief digital officers (CDOs), chief marketing officers (CMOs) and CX leaders to exceed customer expectations, leverage artificial intelligence (AI) effectively and drive competitive advantage. 

If you're in this position, odds are you're facing significant challenges and headwinds, from rapidly evolving customer expectations to economic uncertainty to organizational silos, talent shortages and technology sprawl. One or all of these factors may be at play while you're trying to justify spending and push the CX forward, which can slow progress and give your competitors an opportunity to pull ahead. 

To be an effective CX leader, it's vitally important to focus your resources in the right places. In this report, you'll learn the top five CX priorities for the coming year, step-by-step guidance for achieving them, how to justify investments and ways to measure your success. 

"WWT Research reports provide in-depth analysis of the latest technology and industry trends, solution comparisons and expert guidance for maturing your organization's capabilities. By logging in or creating a free account you’ll gain access to other reports as well as labs, events and other valuable content."

Thanks for reading. Want to continue?

Log in or create a free account to continue viewing Customer Experience Priorities and access other valuable content.

© World Wide Technology. All Rights Reserved
  • About
  • Blog
  • Careers
  • Locations
  • News
  • Press Kit
  • Contact Us
  • Privacy Policy
  • Acceptable Use Policy
  • Quality
  • Information Security
  • Supplier Management
  • Cookies