The State of Digital Customer Experience - 2020

The most successful organizations do things differently.

They have built cultures of customer centricity, created and validated customer journeys and have implemented vibrant voice of the customer mechanisms that inform product design and experience refinements.

While most organizations still struggle to fully understand their customers, the successful ones are exhibiting astute technology investment patterns which result in the delivery of superior customer experiences.

Inside this report:

• 2020 digital priorities from 325+ executives
  
• Today's top customer experience challenges
  
• How AI is impacting customer experience