Business leaders need to prepare for next phase of the digital transformation: digital experience quality

Four out of five business leaders understand the important role digital experience plays in business success but more than half aren’t sure how to improve it

London, UK/New York, USA, 27 April, 2016 – Business leaders looking to improve the quality of their customers’ digital experience agree they do not know where to start according to research published today by Actual Experience. Four out of five C-level executives know that digital experience quality is critical to business success, but more than half (55%) do not know how to identify the issues that affect quality.

It’s vital that business leaders embrace the next phase of the digital transformation if they’re going to succeed. Actual Experience’s research shows that business leaders both in North America, UK and Ireland appreciate the value of consistent digital experience quality (89% agree it’s crucial to company success over the next two years). However, they claim their biggest barriers to improving digital experience quality are identifying the specific quality issues that need improving (49%), cost (43%) and knowing where to start to develop a strategy for improvement (34%).

In a world of constant digital transformation, customers and employees have come to demand consistent quality of digital products and services, and failure to meet this expectation results in customer churn, reduced employee productivity and lost revenue. If businesses are going to meet this demand they need to refocus their investments. Actual Experience’s research found that the more digitally-savvy business leaders are already doing so, with 57% refocusing investments and resources on data and analytics and 51% investing in quality of digital experience.

According to Actual Experience CEO Dave Page, “With the proliferation of digital products and services, digital experience quality is more critical than ever to overall business success. Leaders understand there is a significant business impact and are focused on improving their digital quality, but despite their digital maturity, they just don’t know how.”

“But for the first time new technology is allowing organisations to see everything that impacts digital experience quality,” continues Page. “By understanding the experience of the end user, be it a customer or an employee, businesses are able to focus their resources on achieving consistent quality and improving business performance.”

A report summarising the research in more detail can be viewed and downloaded here: https://www.actual-experience.com/report2016

About Actual Experience

Actual Experience’s analytics provide the digital Voice of the Customer. This is an outside-in, real-time, data-driven view of what end users would say about the quality of a company’s digital products and services, and why. Our customers can analyse everything that impacts the experience quality in their digital supply chains, for any service, type of user or thing. It gives them complete transparency from the point of provision to the point of use and whether inside or outside their business’s control. The insights can be used to make continuous improvements to their business performance.

Actual Experience is a listed-company on the London Stock Exchange (ACT). Our development headquarters are in Bath, UK, and we have offices in London, New York and Seattle. Actual Experience’s unique digital analytics as a service is founded on ten years of cutting-edge research at Queen Mary University of London.

www.actual-experience.com

Overview of key findings

This survey was conducted by Morar on behalf of Actual Experience. It was completed in March 2016. The 403 respondents are all at Director level or above, with 150 respondents being C-suite. They all work for companies with more than 500 employees and are based in the United States and

Canada (200), Republic of Ireland and the United Kingdom (203).

Press Office (UK)

Sinead McGeever

Bite for Actual Experience

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Phone: +44 (0) 208 834 3419 / +44 (0) 7775810290

Press Office (US)

Lindsay Ambrose

SmartMark Communications LLC for Actual Experience

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+1-215-504-4272