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The significance of a positive or negative experience on web and mobile has grown exponentially.Ī total of 32% of survey respondents say that improving the CX is a primary goal of their digital transformation program, 59% say that CX improvement is among other goals, 8% say it is not a goal but its program has been modified as a result and 1% say it is not a goal/no impact on their CX program. Suddenly, larger swaths of everyone’s customer base are relying on a fully digital experience. What is new is the onset of pandemic planning, and its immediate acceleration of the pace of digital transformation. According to the 2020 Gartner Customer Experience Innovation survey, “a total of 91% of organizations told us that CX was one of, or the primary goal of their digital business transformation efforts” 1. We know that it leads the agenda of CEOs as they plan technology investments. We know that customer experience (CX) is critical. Unfamiliar to many, digital experience analytics, is a critical solution area to ensure that when customers engage with your brand digitally all systems support the experience you intend to deliver. Gartner explains how digital experience analytics delivers this in recent research. Loyalty is as good as customers’ experience of your brand, and customers reward those that meet and exceed their needs. Customer experience is at the top of executives’ minds, especially in the era of Covid-19.