Whitepaper : User, Customer, and Digital Experience: Where Service and Business Performance Come Together

Introduction:

This is the third report in EMA’s unique exploration of end-user experience management spanning eight years, from 2008 to 2017. While this research unveils multiple trend consistencies over the years, there are multiple technology changes and business landscape changes to contend with. Additionally, this research reveals changes in organizational models around digital experience management in all its dimensions, including internal user experience and external customer and partner experience.

Moreover, IT is being asked to do all this with ever greater attention to cost-effectiveness and operational efficiency, as our recent data suggests.

Understand these transformations and how digital experience management (DEM) shines a spotlight on both the expanded relevance of IT and the pressure on the IT organization to justify itself and perform efficiently, in what is now popularly called the “digital age” by downloading this report.

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Enterprise Management Associates (EMA)

Founded in 1996, Enterprise Management Associates (EMA) is a leading industry analyst firm that provides deep insight across the full spectrum of IT and data management technologies. EMA analysts leverage a unique combination of practical experience, insight into industry best practices, and in-depth knowledge of current and planned vendor solutions to help EMA’s clients achieve their goals.

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