With more choice and purchasing power than ever before, customer experience has become everything. For CIOs, this means leveraging technology to win, serve, and retain customers year over year. It also means that end customer experience (CX), both internal and consumer-facing, can either be enriched or degraded by the quality and performance of software applications. For enterprise companies, their business now and in the future will depend on how effective, easy, and meaningful that application experience is–a critical juncture as CIOs take over more responsibility for revenue generation and innovation. In October 2019, Forrester, in conjunction with VMware, surveyed more than 650 enterprise CIOs and technology SVPs throughout North America, Europe, and Asia-Pacific on the impact of applications on today's customer experience. Those findings have been distilled into a robust, data-driven report with insights and analysis on what's holding enterprise companies from improving the end-customer experience today and the future of CX.
