Figure of the day: Digital Customer Experience - Investment priorities worldwide

Asking IT investment decision-makers about their investments in different IT areas shows that the Digital Customer Experience (DCE) topic ranks first. Almost a third of CxO Investment Survey respondents say that their organization is planning to invest more in CRM (30%) and CEM (29%), with larger companies with over 1,000 employees more willing to invest.

It also appears that US-based companies have a stronger affinity for those topics, with nearly 40% planning more investments. Not surprisingly, retail/wholesale and transport companies also want to address the topic of DCE more strongly within the next two years (34% for CEM; 35% for CRM), obviously because of the pandemic-related challenges.

Other areas, such as SRM/SCM (partners) and HRM/UCC (employees), are of less importance, as is reflected by other results. This means that improving the experience in the overall ecosystem above all means addressing customer needs.

For more infomation visit our research platform SITSI:

• CxO Survey – Investment Priorities – Digital Customer Experience – InSight Analysis – Worldwide
• Overview of all “CxO Investment Survey” reports available

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