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1、RESEARCHREPORTBrought to you in association withINSIDEHow the components,rather than the idea of digital CX,are now the priority for practitioners in all sectorsWhy expectation transfer shapes CX across the digital space and what you can do to stand outCases studies of the superior digital experienc

2、es that drive customer loyalty and company profitsDISCLAIMER:The information in this piece does not constitute as legal advice and so should not be regarded as such.THE DETAILS OF DIGITAL CX:How to unite tech and talent to drive success Learn how to drill down into the details of digital CX and the

3、skills it demands,to craft and deliver experiences that set you apart from the crowd2Foreword In 2023,CX Networks research into the Global State of CX found that digital CX was the number one trend influencing the work of practitioners.In 2024,however,digital CX dropped to seventh most influential t

4、rend,while the components of digital such as data,AI and automation climbed the priority list.These results confirm that while the idea of digital was previously a focus area for CX practitioners,today they are focused on the components of digital CX and delivering a strategy that utilizes artificia

5、l intelligence(AI),automation,data and intelligent journey management to stand out in an increasingly large crowd.Featuring insights from practitioners who have worked for Thunes,Standard Chartered,BMW,Glencore,Marriott International,GXS Bank and NICE,The details of digital CX:How to unite tech and

6、talent to drive success,sets out the theories and practicalities for how leading digital experiences are crafted and delivered.It looks at the details that practitioners are now focusing on to make digital CX a success and presents case studies that illustrate how the contact center can also contrib