Evolving the Digital Experience in 2017

Evolvingthe DigitalExperience in 2017

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Demographics

200IT decision makers from the US and UK

1000/£1BnWith either more than 1,000 employees or an annual revenue of $1bn or more

Respondents had to have some involvement in, or responsibility for mobile or web applications

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Spending on digital transformation

In the last12 months96

%

Has increased...

89%91%…set to continue

Over the next12 monthsBeyond the next12 months

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But challenges persist

90%

91%

Experienced businesschallenges

Experienced technologicalchallenges

Most see a barrier to digital transformation

Some business departments are

resistant to changeSpeed to market

Increased technological

complexitySome departments such as IT are leaving the others

behindInitial technology cost

The cost of digitalization has been

prohibitiveDisparate ‘siloed’ data

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Disparate departments and the impact

Different departmental adoption rates

5*

see ‘siloing’as a barrier to the

IT operations

App owners

Marketing

Research and design

Sales

Business operations

Strategy and leadership

HR

42% experience

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Improving the customer digital experience

99%admit that they could improve the digital experience for their customers

We would attractnew customers

We would encourage more

potential customers to purchase

We would be better able to retain

customers

Increase the overall revenue of the

organizationSeamless digital experience across multiple platforms

Easier web and mobile navigation

Faster web and mobile load times

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Improving the customer digital experience

50%see a seamless experience as a key area of focus

We would attractnew customers

We would encourage more

potential customers to purchase

We would be better able to retain

customers

Increase the overall revenue of the

organization

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A seamless journey

25%believe they are very good at providing a seamless digital experience across multiple channels

90%could do more to fully understand the customer journey

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The difficulties of insight

90%lack insight into digital experience

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More insight – fewer challenges

96%of those using a CA solution do not feel that they lack insight into customer experience

Using either CA App Experience Analytics, or CA Application Performance Management

Not using CA solution

Increased technological

complexity

Initial technology cost

We lack the skills in house

Lack of strategicalignment

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Benefits more likely tobe enjoyed by CA solution users

Speed to marketfor new appsand products

App reliability

App innovation

Gaining insights acrosschannels with analytics

Provide a seamlessexperience to

customers acrossplatforms

Using either CA App Experience Analytics, or CA Application Performance Management

Not using CA solution

“My organization is completely successful at…”

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CA and the search for a seamless service

88%…agree that their customers are experiencing a seamless journey across

digital channels

“My organization’s customers are completely satisfied with the digital experience they have

with us”

“I completely agree…”

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Evolving the digital experience in 2017CA Technologies

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