Figure of the day: Digital Customer Experience - Investment priorities worldwide

 Figure of the day: Digital Customer Experience - Investment priorities worldwide

Asking IT investment decision-makers about their investments in different IT areas shows that the Digital Customer Experience (DCE) topic ranks first. Almost a third of CxO Investment Survey respondents say that their organization is planning to invest more in CRM (30%) and CEM (29%), with larger companies with over 1,000 employees more willing to invest.

It also appears that US-based companies have a stronger affinity for those topics, with nearly 40% planning more investments. Not surprisingly, retail/wholesale and transport companies also want to address the topic of DCE more strongly within the next two years (34% for CEM; 35% for CRM), obviously because of the pandemic-related challenges.

Other areas, such as SRM/SCM (partners) and HRM/UCC (employees), are of less importance, as is reflected by other results. This means that improving the experience in the overall ecosystem above all means addressing customer needs.

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