Research Objectives
Today’s businesses are evolving rapidly to meet new customer expectations. This includes leveraging digital experience platforms to help deliver strategic digital transformation initiatives. Modern organizations are demanding more and faster results from their digital transformation investments, especially around the customer experience (CX). Measuring the impact of these initiatives is important as organizations seek to identify what is working and what needs adjusting. Additionally, it is imperative to understand how organizations are using DXPs to enhance the end-to-end customer journey in response to today’s dynamic market and technology landscape.
To understand these and other digital experience platform trends, including understanding the underlying digital ecosystems, ESG surveyed 371 IT and business professionals in North America (US and Canada) who are responsible for digital transformation strategies, digital experience platforms, and customer experience ecosystems at their respective organizations.
This study sought to answer the following questions:
- What is the adoption status of content management system (CMS) modes in today’s organizations?
- How many digital transformation initiatives or projects have organizations started in the last year? What is the typical timeframe to complete those initiatives or projects?
- What features and capabilities are important for optimizing digital experience ecosystems?
- What is the adoption status of different technologies used in digital experience ecosystems?
- How much of a business priority is improving the digital experience provided by organizations?
- What actions can help to accelerate DXP deployment strategies? What are the drivers behind those actions?
- What benefits have organizations realized (or do they hope to realize) from their DXP deployments?
- What DXP functions and features are most valuable to organizations?
- Where are organizations deploying (or do they plan to deploy) new DXP technologies (e.g., cloud/SaaS, hosted, and on-premises)?
- To what extent are organizations using digital analytics to inform their DXP strategy? What type of analytics are most important to understand and improve the digital experience?
- What use cases does (or will) DXP enable for organizations?
- What are the most important DXP integration priorities for organizations?
- What internal stakeholders have the most significant influence on organizations’ DXP strategies?
- What external factors have the most significant influence on organization’s DXP strategies?
- What are organizations’ budget plans for DXP-related investments over the next 12-18 months? What technologies will have the most significant impact on DXP strategies in that timeframe?
Survey participants represented a wide range of industries including manufacturing, technology, financial services, and retail/wholesale. For more details, please see the Research Methodology and Respondent Demographics sections of this report.
