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:
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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.
Cyara 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.
Published: Wednesday, November 24, 2021
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