Contributed By

IDG_communications_logo

IDG Communications

at IDG Communications, Inc.

View Profile

IDG Study: Everyone Is Looking to IT to Improve Customer Experience

November 22, 2019

IT leaders will play a key role in the digital transformation of CX.

IT decision-makers are hearing it from all sides when it comes to transforming the customer experience (CX), according to a recent IDG research report. The leading source of pressure is from operations (46%), closely followed by the CEO (42%). But the customer experience affects the entire organization, and many other departments are also applying pressure, including marketing (35%), research and development (35%), sales (29%), and even human resources (21%).

The findings come from a report produced by IDG, in partnership with Comcast Business, based on a survey of 50 IT decision-makers about who within their organizations and what factors are driving digital transformation of customer experience. Of the 50 survey participants, 38 said they are feeling pressure to evolve CX from multiple sources. That no doubt reflects the reality that customers have a multitude of touchpoints with an organization throughout the course of the customer journey. It’s also a reality that most departments can benefit from knowing more about what the customer is actually experiencing and improving that experience.

Still, more than a quarter of survey respondents said there is friction or a lack of alignment between IT and executive management teams about digital customer experience technology investment priorities. Not surprisingly, budget is a key contributor to this dissonance: Some IT decision-makers say executives want results without recognizing the true costs. Others, however, indicate a fundamental lack of upper-level understanding of technology and its capabilities.

The inevitable friction involved in ongoing DX and CX efforts further reveals the more strategic role that IT leaders will need to play in order to balance business needs with technology capabilities and investment. As more businesses look to create and expand revenue from digital services, CX will only increase in priority level and alignment of IT and business leaders is critical to making sure those experiences pay off. IT decision makers will need to be savvy at negotiating this balance.

Read the full report to see some of the best practices for aligning business and technology objectives.

This article is available exclusively to
Comcast Business Community Members.

Join the Comcast Business Community to read this article
and get access to all the resources and features on the site.

It's free to sign up

OR

Join the Discussion

300 Characters Left





To Comment either Register or Login:


OR

To view the rules of engagement for commenting on Comcast Community click here

technology

Resource Center

Why Comcast
Comcast Business delivers fast, reliable networking solutions built for business performance and growth

Current Offers
Take advantage of our limited time offers with a customized plan built to give your business an edge over competitors

Community Forums
Find solutions, share knowledge and get answers from customers and experts

Help & Support
Get help and support from Comcast experts

Resource Library
Find out how Comcast has helped clients like you meet their needs with informative White Papers, Case Studies and more

Internet Speed Test
Try the Comcast Business Internet Speed Test to see how your business stacks up

Social Media
Connect with Comcast and join the conversation on LinkedIn, Twitter, and Facebook

Take your business beyond

Fast is the nation's largest Gig-speed network. Beyond Fast is technology that helps business boom.
Learn more about Comcast Business solutions that can help your business perform better.