To gain a perspective on how companies and CX professionals are adapting to the sudden shift in digital technology, Omdia conducted a survey in January 2022 of 230 North American CX professionals.

The objectives were to uncover:

• the technologies that are creating connected customer experiences
• determine the barriers to digital CX advancement
• understand the strategies that are helping companies succeed in their digital CX efforts

Get the results of that survey specifically around IT’s role in digital CX. The survey also offers extensive insights on
omnichannel engagement and employee collaboration; AI and automation; and data preparedness.

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