| Characteristic | Employee enablement (technical and skills training) | Employee enhancement (e.g. knowledge and navigation tools) | Service personalization | Analytics (incl. data management and visualization) | Proactive CX | Systems integration (i.e.connected customer journeys) | Migration to digital led solutions | Evolving technology architectures (e.g. hybrid cloud, PaaS, IaaS etc.) | Other emerging technologies (e.g. IoT, 5G, Edge computing, Blockchain etc) | A.I. solutions (incl. machine learning) | Re-inventing our operating model | Other |
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Source
Sources
Release date
September 2021
More information
Region
Worldwide
Survey time period
May and June, 2021
Number of respondents
1,359 professionals
Method of interview
Questionnaire
Supplementary notes
Multiple answers were possible.
To retrieve the data, select question 9, apply Region as a filter and press View each region as a separate chart.
This question was phrased by the source as follows: "What will do most to reshape and improve your CX capability in the next year?"
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