According to Gartner, in their recent report: “Survey Analysis: Customer Experience Maturity and Investment Priorities, 2020”, “the percentage of customer experience (CX) projects making use of information technology on average is expected to increase from 58% in 2019 to 68% in 2021.”
We believe the article produced by the Gartner team provides an insight into customer experience and the impact of COVID on our current customer expectations and demands: ‘Survey Analysis: Customer Experience Maturity and Investment Priorities, 2020’, written by analysts Ed Thompson, Varun Agarwal, Melissa Davis and published 28 July 2020. Fill out the form to find out more an get your insight into current customer experience trends and latest findings.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. Gartner A Digital Workplace Is Crucial to Digital Transformation, 26 April 2019, Jeffrey Mann