Digital transformation strategies accelerate, align with EX and CX


Businesses are focused on the "total experience" to ensure that ideal customer experiences (CX) intertwine with a multidimensional approach to achieve transformational outcomes for the business — from the employee to the customer to the partner ecosystem. A key part of the strategy is going beyond business as usual to ensure a well-planned approach for continuous improvement in both business and technology innovation, to remain relevant in the eyes of customers. 451 Research's Customer Experience & Commerce, Digital Maturity 2023 survey evaluates organizational progress of digital transformation initiatives, the deployment of CX technologies, and implementation of the business value of intelligent experiences for employees and customers. On an annual basis, we review businesses to gauge the overall progression of technological transformation in conjunction with advancements and innovations on the digital journey.

The full report is only available to 451 Alliance members.