Start Improving Applications Today; Tomorrow Is Already Too Late
Enterprise IT leaders in Europe know the critical importance of customer experience (CX) as they digitally transform. Unhappy customers can kill a business faster than almost anything else. However, global customer expectations are constantly changing and are more challenging to satisfy than ever. Positive and innovative experiences that delight customers are critical to win customer loyalty and slow down churn.
In October 2019, VMware commissioned Forrester Consulting to evaluate executive sentiments about the state of their current application portfolios, their ability to create terrific CX, and the connection between the two. Forrester conducted an online survey with 614 respondents and six interviews with CIOs and senior vice presidents (SVPs) from global enterprises across six industries to explore this topic. This spotlight focuses on the 203 respondents and two interviewees from 13 European countries. We found that executives have made the connection between improving their application portfolios and improving CX, but several barriers keep them from meeting increasingly demanding customer expectations. Strict General Data Protection Regulations (GDPR) requirements in Europe add challenges.