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Industry Research : New Survey Finds 94% of Respondents Believe Digital Transformation Initiatives will have a Positive Impact on CX

#contactcenterworld, @getcyara

Cyara, provider of the Automated Customer Experience (CX) Assurance Platform, released a new industry report showing international consensus among 1,000 business and IT decision makers that digital transformation efforts are critical initiatives yet IT teams are not given the resources and budgets and as a result are running as much as two quarters behind schedule. Moreover, there is a significant gap in the perception of success of digital transformation initiatives between leaders and the front line, and a lack of consensus on who owns these initiatives. Access the full survey report here.

The survey, conducted in July of 2021, polled 1,000 business and IT decision makers in the United States, Australia, United Kingdom and Ireland. Among the top six findings:

  • There is consensus on the importance of digital transformation -- Nearly all companies recognize the importance of digital transformation for competitive advantage (98%) and for enhancing the customer experience (94%).

  • More resources and budgets are needed to be successful - Only 7% of respondents say they have sufficient resources to meet implementation deadlines.

  • There is no clear standard on ownership of digital transformation and customer experience initiatives – When asked who is driving digital transformation initiatives, 37% of respondents identified the CTO/CIO; 28% pointed to an IT leader; 23% said the CEO; and 10% specified other C-suite leadership members as the drivers. Similarly, when asked who owns the customer experience, 50% of respondents identified their Customer Service team as responsible for customer loyalty; 48% identified C-suite leadership; and 41% said responsibility for customer loyalty resides with Marketing/Sales. The lack of clear ownership leaves a concerning gap for customers and the business.

  • Regarding the success of digital transformation, the responses varied significantly – The more senior, the more positive the respondents were around digital transformation success. Estimates on the success of digital transformation implementations drop off precipitously as seniority decreases – with 90% of business owners and 75% of managing directors vs. 38% of department heads and 35% at the manager level describing their digital transformation initiatives as "very successful."

  • Across the board, digital transformation initiatives are seen to be significantly behind schedule – On average, IT decision makers believe they are 4.71 months behind where they should be on digital transformation implementation, whereas business decision makers put that estimate at 5.34 months.

  • IT teams cannot be cut out of the equation - When asked if business leaders consulted their IT teams on the decision-making process, only 43% said "yes, every time" – meaning more than half of IT teams are left in the dark. Furthermore, 99% of senior business respondents think the IT team has the budget and resources needed to keep up with the digital transformation initiatives, whereas only 78% of less senior business respondents agree. This suggests IT must be given a more prominent seat at the table to effectively advise business leaders.



Customer experience has long been a key differentiator that gives enterprises an advantage over the competition. The COVID-19 crisis raised the stakes further and stepped up the importance of digital transformation to stay resilient and responsive to customers. Taken together, the survey highlights pivotal areas ripe for more organizational alignment to accelerate their digital transformation journeys.

The survey findings show that, moving into 2022, companies must lean into digital transformation strategies that will allow them to automate what they can and better utilize their current staff. Success and ROI will be measured through better customer experience, more revenue and reduced digital risks in modern connected organizations.

Cyara commissioned Sapio Research to perform the independent survey. Respondents overall were split evenly (500 each) between business decision makers and IT business decision makers polled by the survey in four countries – 400 from the United States, 300 from Australia, and 300 from the United Kingdom and Ireland. Respondents worked at companies with a workforce of at least 1,000. The top three industries represented were financial services and banking (30%); computer software, hardware and technology (20%); and retail (12%). Seniority breakdown among the 1,000 respondents polled was 12% Business Owner/Partner; 45% Managing Director/C-level; 16% Department Head/President/Director; and 27% Manager roles.

#contactcenterworld, @getcyara


About Cyara:
Company LogoCyara Solutions is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for simulating, testing and monitoring IVRs, voice biometrics, outbound dialers, voice callback and contact centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner.
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Today's Tip of the Day - Multi Contact

Read today's tip or listen to it on podcast.

Published: Wednesday, November 24, 2021

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2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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