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  • Current: Firms Make Progress in Resolving Customer Data Silos, But the Lack of Enterprise Customer Centricity Remains Unaddressed

 target audience: TECH SUPPLIER  Publication date: Feb 2023 - Document type: Market Perspective - Doc  Document number: # US49389023

Firms Make Progress in Resolving Customer Data Silos, But the Lack of Enterprise Customer Centricity Remains Unaddressed

By:  Sudhir Rajagopal

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Table of Contents


  • Executive Snapshot

    • Figure: Executive Snapshot: Firms Make Progress in Resolving Customer Data Silos, But the Lack of Enterprise Customer Centricity Remains Unaddressed

  • New Market Developments and Dynamics

    • Macroeconomic Pressures Add to CX Challenges

    • Figure: Enterprise Business Priorities Holding the Top 2 Spots for Firms Globally

    • Figure: Customer Experience Transformation Challenges (Global Comparison)

    • Customer-Centric Leadership Concerns Continue

    • Resolution Approaches to CX Challenges Focus on the Customer Data Layer

    • Figure: Enterprise Approaches to Overcome CX Transformation Challenges

    • Organizations Make Headway in Resolving Data Silos

    • A Focus on Business Outcomes

    • The Evolution of CX Platforms to PaaS

    • Missing the Mark on Organizational Customer Centricity

  • Advice for the Technology Supplier and Services Provider

  • Learn More

    • Related Research

    • Synopsis