Using 451 Research’s Voice of the Customer: Macroeconomic Outlook

Time spent on manual processes is the most commonly used organizational yardstick for digital transformation progress beyond traditional metrics such as cost reduction. But it isn’t the goal itself; digital transformation needs to drive tangible business outcomes – ultimately, improving the customer experience – not simply cost reduction.

Leveraging 451 Research’s outlook, we look at how organizations can optimize the customer experience -focusing on engagement and propensity to utilize products or services.