The State of Digital Customer Experience 2021 (CMSWire)

Digital customer experience matters more than ever before.

The rapid advancement of sophisticated and highly user friendly — even addictive — consumer digital experiences has raised the bar for owners of digital across the board.

While most organizations still struggle to fully understand their customers, the successful ones are exhibiting technology investment patterns which result in the delivery of superior customer experiences.

Inside this report:

  • 2021 digital priorities from 400+ executives
  • Today’s top customer experience challenges
  • Why investing in technology and tools is important
  • How to better understand the behaviors of customers


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