skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Introduction

Based on interviews with around 7,000 senior IT executives, Ovum’s ICT Enterprise Insights program answers key questions concerning enterprises’ needs at a country and industry level. This brief focuses on the top findings from this program for customer engagement.

Highlights

  • Ovum's 2017 ICT Enterprise Insights survey demonstrates how all roads lead to customer engagement – however indirectly.
  • Our survey shows that omnichannel customer engagement is at the early stages for most enterprises.
  • Customer experience feedback mechanisms take center stage in omnichannel strategies.

Features and Benefits

  • Helps enterprises compare their own investment plans with other enterprises.
  • Helps vendors in the customer engagement and omnichannel arena understand the current investment intentions of most enterprises.

Key questions answered

  • What are the top business challenges enterprises are facing and how has this impacted their investment plans in customer engagement and omnichannel delivery?
  • Which technologies are enterprises prioritizing for investment?
  • What are the key drivers for IoT and how does this impact customer engagement?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

All roads lead to customer engagement – however indirectly

  • Increasing revenue/budget growth is the No. 1 driver behind IT investment
  • Increasing operational efficiency makes sense to lower costs, increase productivity, and speed response to customers
  • Improving customer/citizen experience comes fourth but is implicit within growth

Omnichannel is at the early stages for most and will be part of the digital transformation strategy

  • Few enterprises have progressed very far with omnichannel customer (or citizen) engagement
  • Omnichannel is complex and impacts the entire value chain, which explains in part why progress is slow

Customer experience feedback mechanisms take center stage in omnichannel strategies

  • Feedback mechanisms are essential investments to deliver a personalized and positive customer experience
  • New rising stars for investment support growth, efficiency, and improvements in the customer experience

Data management, including customer data management, is an essential foundation for effective analytics

  • Master data management is a critical area for investment

Customer experience is the top driver behind IoT

  • IoT provides an additional feedback mechanism to determine the quality of the customer experience
  • ICT Enterprise Insights indicates that in every industry, sector, and region, investment plans are increasingly centered on the customer

Ovum's ICT Enterprise Insights Program

  • IT and communications insight by line of business

Appendix

  • Methodology
  • Author

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at pr@ovum.com

Contact marketing - marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now