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“Over the past two years, enterprises have been forced to rapidly adapt the front-end user experience to provide online, curbside or digital delivery, with immediate results and minimal hassle,” said John Boccuzzi, Jr., partner, ISG Research. “The enterprise spending we are seeing now is intended to move that experience throughout the organization by connecting the backoffice with every stage of delivery, which will ultimately support and expand the superior experiences today’s consumers expect.”
“AI, automation, platforms, predictive analytics, cybersecurity, and blockchain will drive the future of customer experience,” said Karen Healy, partner and global leader, ISG events. “Enterprises must embrace change and leverage these technologies to meet and exceed customer expectations, while fostering transparency, sustainability, and resilience.”
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