Fail at CX, and 52% of customers will switch to a competitor [Video]

Gabby Fredkin, Head of Analytics & Insights at ADAPT, explores the journey from operational excellence to customer excellence, focusing on how top-performing organisations achieve this transformation in this Digital Edge presentation.

A key insight is the growing use of AI, particularly conversational commerce, to drive better customer outcomes.

For the first time since before COVID, customer acquisition and retention have returned as top priorities for CIOs, signalling a shift in technology strategies to meet rising customer expectations.

Organisations are also placing a strong emphasis on modernising and simplifying their tech infrastructure, as outdated systems struggle to meet current demands.

Security is a critical pillar of operational excellence, especially in balancing data privacy with user experience.

High-performing organisations integrate security throughout their strategies, particularly through DevSecOps practices.

Leaders in modernisation are consolidating and connecting more applications, offering a streamlined view of business operations and enhancing customer experiences.

This modernisation also creates an environment where …