Market Report: How to Capitalise on the Digital Disruption Impacting Customer Experience

Add bookmark

Download Your Copy

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

When you search for the meaning of digital disruption online, you’ll find as many different answers as there are results. It affects organisations (and individuals) in a variety of ways and they have different opinions about the meaning and impact of this industry buzzword on their business and role.

We asked our community of experts and some of the definitions that came up included: digital disruption as a redefinition of a business model, creating an advantage over competitors with digital tools, setting market expectations outside of your own, a technology that makes other technologies obsolete, and an enabler to disrupt, change or evolve the status quo. Digital disruption isn’t just one of these things. It’s all of them, and more.

Download this report to learn:

  • How digital is shaping customer experience
  • The biggest digital challenges for CX leaders
  • The biggest digital opportunities for CX leaders
  • 3 steps to customer engagement in the digital transformation race
  • How to capitalise on the digital disruption impacting CX

The report includes insights, experiences and top tips from the General Director – Digital Care at BT, the Director of Digital at eir Group, the Vice President Customer Interaction at Air Berlin, the Principal Analyst at Altimeter Group, and many more.