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Global spending on digital transformation initiatives is forecast to reach $2.3 trillion in the next few years. Yet studies have shown that only 5% of all transformation initiatives successfully reach their goals. To overcome risk of failure with digital transformation, companies need to understand digital customer experiences through their customer segments, pain points, desired outcomes and the channels used to reach their customers. On November 12, John Georgesen, Ph.D., Senior Director of VOC Insights & CX Technologies will share findings from Concentrix’s 2020 Digital Benchmark Research, including:
Join us for valuable insights that you can use now to align your transformation strategy with customers’ emerging digital channel needs.
John has over 20 years’ experience in the CX management field, and is passionate about helping companies improve customer experiences and journeys throughout the customer lifecycle. He and his team specialize in analyzing VOC data to uncover insights, identify opportunities for process improvements, drive organizational change and fuel CX focus.