Evolving the Digital Experien ce in 2017
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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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