TECH SUPPLIER Apr 2020 - IDC Survey Spotlight - Doc # US46228220

Priorities for Improving Digital Customer Experiences Reshaped by COVID-19, But Transformation Was Already Underway

By: Jacob Groshek


This IDC Survey Spotlight provides original survey findings of senior decision makers at IT and LOB organizations from the United States and Canada that had at least 100 employees. These respondents were knowledgeable about a wide range of digital experience management software within their respective organizations and had oversight for strategies regarding web content management, email marketing, social marketing, digital asset management, ecommerce, personalization/targeting, and other related DXM operations and planning.

"These results demonstrate that while the commitment to digital experiences was very strong at both IT and LOB organizations, there were considerable variations in priorities for future development. As the COVID-19 pandemic has drastically increased remote work, a reprioritization of digital transformation can be expected to shift toward increased accessibility, GDPR compliance, and social media features with an ongoing emphasis in delivering a better experience for mobile users," explained Jacob Groshek, research manager in Digital Experience Management Software at IDC.


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