Customer Experience Is Top Tech Priority: HBR Study
Has the pandemic led companies to prioritize customer experience technology over traditional concerns for security and cost reduction? This Harvard Business Review Analytic Services study for Apptio found that corporate managers ranked customer experience at the top of their list of strategic goals for tech spending. But don’t get too excited: an IDG survey of mostly IT managers found they (still) put cybersecurity, analytics, and business process management ahead of customer experience spending.