A new survey, conducted by Forbes Insights and Glassbox, reveals that digital customer experience (CX) is vital for business— and an important competitive differentiator.

This report explores this key finding in detail along with the following insights:

• Many organizations may overstate the sophistication and readiness of their digital CX capabilities. Others struggle with internal governance and coordination, constraining their ability to fully establish digital CX goals, ownership and results.
• Companies are seeing a positive correlation between improved digital CX and profitability.
• Most organizations are still grappling with the challenges of implementing and maintaining a long-term digitalCX strategy.
• Nearly all respondents signaled they will spend more on both digital CX technology and personnel in the years to come

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