Published By: IBM APAC
Published Date: Sep 25, 2017
It is no secret that customer expectations have changed considerably in recent years. What’s remarkable is the gap between the experience customers want and the experience they actually get. That gap is playing a larger role in whether a customer stays your customer, or decides to go somewhere else.
Published By: Dynatrace
Published Date: Apr 26, 2017
Digital business accounts for nearly a quarter of the world’s economy today, but many organizations still lack a complete view of the digital customer experience they’re delivering. That lack of clarity impedes business success. In this executive brief, MIT Technology Review describes how DPM can help bridge that gap.
IT Teams are reporting satisfaction with their organisation’s performance, but the gaps between their aspirations to drive innovation and thei ractions to see it through tell a different story.
Across the organisation, respondents are not clear which department owns innovation. On top of that, the organisation is burdened by too many projects, which creates a conflict between quality and quantity. As a result, globally and across all lines of business, the majority of innovation projects do not make it to market.
This problem is exacerbated by a lack of collaboration and clear leadership. Fortunately, organisations are placing value on the customer experience, thereby helping to move the business forward. Unfortunately, this momentum is hindered by the lack of priority that the organisation places on talent.
Overall, organisations are generating ideas but struggling to execute them due to poor process and lack of focus. As a result, there is a big gap between ambition and ability, a
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