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




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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.

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