Has your most recent digital transformation project been successful?
Yes74%
No11%
Too early to tell14%
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Do you have experience with IT-led customer experience initiatives, or CX initiatives that are co-led by IT (in partnership with product or sales, for example)? What factors made these successful, and what sorts of hurdles came up?
We are currently using AI in our contact center19%
Our data is not easily/fully accessible between departments41%
We use conversational AI for web chats, but not for telephony20%
We just can't justify the investment16%
Other (please comment)1%
Does your company offer international customers payment methods that are specific to their country or region? (i.e., SEPA, iDeal, Sofort, etc.)
Yes73%
No26%
