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

NEW YORK–(BUSINESS WIRE)–#actualexperience–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 organizations 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 summarizing the research in more detail can be viewed and
downloaded here:

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.

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


Press Office (US)
SmartMark Communications LLC for Actual
Lindsay Ambrose, +1-215-504-4272