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Analyst Report

How to Capitalize on the Digital Disruption Impacting Customer Experience

“Executives can gain tremendous insights by studying companies that aren’t direct competitors. Look at start ups such as Uber and Lyft and what they’re doing to customer expectations, behaviors and their preference for frictionless transactions.”
– Brian Solis, Principal Analyst, Altimeter Group

Digital disruption affects organizations in a variety of ways. It can redefine a business model, creating an advantage over competitors with digital tools, setting market expectations outside of your own. Or it can be a technology that makes other technologies obsolete, or an enabler to disrupt, change or evolve the status quo. Digital disruption – and digital transformation – is all of these things, and more.

But how is digital shaping the customer experience – and how can companies capitalize on this? In this Market Report from The CX Network (an online resource for customer experience professionals), you’ll learn the biggest digital challenges for customer experience leaders – as well as the biggest opportunities.

Authored by digital and customer experience leaders from BT, eir Group, Air Berlin, Sanofi Genzyme, Zurich Insurance Group, Altimeter Group, Kerry Bodine & Co and Jive Software.