The Increasing Role of Digital in the Overall Customer Experience

It’s no surprise that customers today expect a flawless digital experience – and for businesses, the ability to deliver those experiences can be a major differentiator.  In fact, in a recent survey 93% of surveyed organizations identified improving user experience as the most important AIOps-related business outcome for their organization. 

In this 451 Research video series, Sheryl Kingstone, Research VP and General Manager of Customer Experience and Commerce, shares her thoughts on the importance of digital experience. She discusses not only why businesses should be measuring the customer experience, but also the role IT plays and how new technologies like machine learning and AI can impact the overall customer experience. 

The Importance of Measuring Customer Experience 

In the first part of this video series, Sheryl Kingstone, Research VP and General Manager of Customer Experience and Commerce at 451 Research, describes the importance of measuring customer experience and customer journey in today’s digitally driven economy.

Measuring Customer Experience Across Multiple Channels

In the second part of this 451 Research video series, Sheryl Kingstone explains why it is essential to understand the customer experience across multiple digital channels and how collecting the right data can be used to help improve the overall experience.

The Role of IT in Customer Experience Measurement

In the third part of this 451 Research video series, Sheryl Kingstone discusses how IT plays an essential role in measuring and optimizing the customer experience.

How Machine Learning and Artificial Intelligence Impact Customer Experience 

In the fourth and final part of this 451 Research video series, Sheryl Kingstone shares her thoughts on how machine learning and artificial intelligence can play a major role in improving customer experience.