Will False CX Optimism Derail Digital Transformation Efforts?

Will False CX Optimism Derail Digital Transformation Efforts?

Digital transformation and CX leaders report acceleration, ambitious goals, and measurement challenges.

As digital transformation efforts speed up, CX leaders are working hard to carve out a role for customer experience, as revealed by our original research. Companies are striving for a balanced approach to digitalization, but struggling with effective measures of success. Efforts to link digital transformation and the customer experience to financial outcomes present an additional stumbling block. 

Research we conducted with technology partner SANDSIV exposes the successes and challenges at the intersection of CX and digital transformation. Download our report to learn: 

  • Key findings that point out potential pitfalls in how digital transformation work and CX interact 
  • Six recommendations for getting your own efforts right 
  • Why you should be worried about your competitors’ possible success 

The vast majority of digital transformation and CX leaders think their corporate digital transformation matches or bests their competitors, a statistical impossibility.

take the next step

Take the Next Step When looking at NPS benchmarks, recall that most companies use a survey-driven method to track performance, and therefore struggle to make improvements that move the needle for the business. Pull ahead of the pack with an AI-driven NPS program that delivers irrefutable business outcomes. Pursue a sophisticated, comprehensive strategy for synthesizing your customer and company data into always-evolving Net Promoter Scores for literally every customer. To get there, download our guide, take our comprehensive training course, or read about the future of NPS.


The Complete Guide to NPS Basics and Beyond


Leading an Outcome- Oriented
CX Program


The New NPS


OCX Cognition delivers the future of NPS. We ensure customer experience success by combining technology and data science with programmatic consulting. In our Insights section, we present a comprehensive and evolving collection of resources based on our research and expertise, collected for CX leaders committed to delivering business outcomes.