Customer experience (CX) investment is set to rise in 2020 as C-suite executives become more convinced of the commercial benefits and prioritise accordingly.
The findings from the most senior respondents to the 2020 Digital Trends report suggest that to be a successful CX leader, top executives need to answer three key questions:
For the most senior audience, this research highlights the relationship between investments in strategy, culture and technology with success in delivering the kinds of customer experiences required by the modern digital economy.