Customer Engagement in North America, 2017

Digital Transformation of Customer Experiences

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Frost & Sullivan defines Digital Transformation as the strategy and execution of harnessing digital assets and information across an organization, bringing all areas of the business into alignment with the needs of all stakeholders, including employees, customers, prospects, suppliers, distributors and partners. It is as much a mindset as it is a change in technology and its use. This is an age where customer loyalty increasingly is in question. Nowadays, consumers associate the brand with the experience forcing companies to innovate on how they engage, nurture, and retain customers. It requires a new way of thinking and the sometimes destruction of the status quo to create new models of engagement.
This analysis presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer experience management. The study focuses on the growth insights which are the most relevant for 2017 in North America.

This analysis presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer experience management. The study focuses on the growth insights which are the most relevant for 2017 in North America.

This Growth Insight outlines the trends and insights for select industries, business models and technology areas including:

Omnichannel

Automation

Cloud

IOT

Wearables

Financial Services

Telecomm & IT

Healthcare

Table of Contents

1. Executive Summary
Key Findings
Research Background
Digital Transformation of Customer Experiences
2. Key Trends and Growth Insights
Omnichannel—Key Trends and Growth Insights
Automation—Key Trends and Growth Insights
Cloud—Key Trends and Growth Insights
IoT—Key Trends and Growth Insights
Wearables—Key Trends and Growth Insights
Financial Services—Key Trends and Growth Insights
Telecom and IT—Key Trends and Growth Insights
Healthcare—Key Trends and Growth Insights
Strategic Imperatives for Success and Growth
Legal Disclaimer
3. Appendix
Abbreviations and Acronyms Used
4. The Frost & Sullivan Story




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