1、ITs Role in Digital CX 2022 In Partnership WithBrought to you by Informa TechAn Omdia E-Book|Q3 2022ITs Role in Digital Customer Experience 2022Mila DAntonioPrincipal AnalystBusiness Platforms&ApplicationsOMDIAThe State of Digital CX 2022:Survey Analysis|Q3 2022Introduction:Customer Experience(CX)20

2、22The urgency over the past two years to meet customers digital-first demands has led to increased adoption of customer engagement solutions across the enterprise,and a need to form some cohesiveness around them.“Improving CX”is the most important strategic outcome that enterprises anticipate from t

3、heir technology investments.They are also implementing a range of strategies to assist in achieving that desired outcome.To gain a perspective on how companies and CX professionals are adapting to the sudden shift in digital technology,Omdia conducted a survey in January 2022 of 230 North American C

4、X professionals.The objectives were to uncover the technologies that are creating connected customer experiences,determine the barriers to digital CX advancement,and understand the strategies that are helping companies succeed in their digital CX efforts.This e-book offers a portion of the results o

5、f that survey,specifically around ITs role in digital CX.The survey also offers extensive insights on omnichannel engagement and employee collaboration;AI and automation;and data preparedness.2022 OmdiaPage 2The State of Digital CX 2022:Survey Analysis|Q3 2022Digital Engagement Tools:A Good StartThe

6、 events since early 2020 have spurred rapid adoption of digital engagement tools globally.The data highlights how adoption wont,and shouldnt,stop.Across industries,37%said they will continue to focus on digital customer engagement.Healthcare,travel&hospitality,and retail stand out as industries that