Business leaders need to prepare for next phase of the digital transformation: digital experience quality
April 27 2016 - 8:00AM
Business Wire
Four out of five business leaders understand the important role
digital experience plays in business success but more than half
aren’t sure how to improve it
Business leaders looking to improve the quality of their
customers’ digital experience agree they do not know where to start
according to research published today by Actual Experience. Four
out of five C-level executives know that digital experience quality
is critical to business success, but more than half (55%) do not
know how to identify the issues that affect quality.
It’s vital that business leaders embrace the next phase of the
digital transformation if they’re going to succeed. Actual
Experience’s research shows that business leaders both in North
America, UK and Ireland appreciate the value of consistent digital
experience quality (89% agree it’s crucial to company success over
the next two years). However, they claim their biggest barriers to
improving digital experience quality are identifying the specific
quality issues that need improving (49%), cost (43%) and knowing
where to start to develop a strategy for improvement (34%).
In a world of constant digital transformation, customers and
employees have come to demand consistent quality of digital
products and services, and failure to meet this expectation results
in customer churn, reduced employee productivity and lost revenue.
If businesses are going to meet this demand they need to refocus
their investments. Actual Experience’s research found that the more
digitally-savvy business leaders are already doing so, with 57%
refocusing investments and resources on data and analytics and 51%
investing in quality of digital experience.
According to Actual Experience CEO Dave Page, “With the
proliferation of digital products and services, digital experience
quality is more critical than ever to overall business success.
Leaders understand there is a significant business impact and are
focused on improving their digital quality, but despite their
digital maturity, they just don’t know how.”
“But for the first time new technology is allowing organizations
to see everything that impacts digital experience quality,”
continues Page. “By understanding the experience of the end user,
be it a customer or an employee, businesses are able to focus their
resources on achieving consistent quality and improving
business performance.”
A report summarizing the research in more detail can be viewed
and downloaded here:
https://www.actual-experience.com/report2016
About Actual Experience
Actual Experience’s analytics provide the digital Voice of the
Customer. This is an outside-in, real-time, data-driven view of
what end users would say about the quality of a company’s digital
products and services, and why. Our customers can analyse
everything that impacts the experience quality in their digital
supply chains, for any service, type of user or thing. It gives
them complete transparency from the point of provision to the point
of use and whether inside or outside their business’s control. The
insights can be used to make continuous improvements to their
business performance.
Actual Experience is a listed-company on the London Stock
Exchange (ACT). Our development headquarters are in Bath, UK, and
we have offices in London, New York and Seattle. Actual
Experience’s unique digital analytics as a service is
founded on ten years of cutting-edge research at Queen Mary
University of London.
www.actual-experience.com
Overview of key findings
This survey was conducted by Morar on behalf of Actual
Experience. It was completed in March 2016. The 403 respondents are
all at Director level or above, with 150 respondents being C-suite.
They all work for companies with more than 500 employees and are
based in the United States and Canada (200), Republic of Ireland
and the United Kingdom (203).
View source
version on businesswire.com: http://www.businesswire.com/news/home/20160427005406/en/
Press Office (US)SmartMark Communications LLC for Actual
ExperienceLindsay Ambrose,
+1-215-504-4272lambrose@smartmarkusa.com
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