In order to provide guidance in times of COVID-19 and against a highly dynamic IT landscape, PAC conducted the 2020 edition of its annual 'SITSI® CxO Investment Survey', interviewing IT decision-makers in user companies covering PAC’s SITSI core markets to get their views on current IT trends, key requirements, and investment plans. The survey was conducted in October 2020.
This report presents and discusses the key results of the study for the topic of digital customer experience.
The interviews were conducted with IT department managers and line of business managers who are involved in decisions concerning (local) IT budgets, IT investments or IT sourcing. The survey sample comprised different sized companies from all industries.
- Management summary
- PAC’s opinion
- PAC’s recommendations
Business & IT Challenges at a Glance
- Business challenges
- IT challenges
- IT spending and projects
In-depth Analysis: Digital Customer Experience – Goals and Challenges, Investments, and the Use of Customer Experience Solutions
This report is accompanied by the Excel document “CxO Survey - Investment Priorities - Digital Customer Experience - Detailed Datamart - Worldwide”, which contains the detailed findings from the survey for DCE, broken down by region, company size, LoB vs IT, and vertical sector.