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Webinar Replays

The Experience Economy

Thursday, March 31, 2022
1 Hour

Poor customer experience has a high price tag: There is a USD 222bn opportunity to improve the customer experience

Over the years, improving the customer experience has remained the top driver for digital transformation. What were once aspirational views of innovative digital experiences are now requirements for future immersive experiences for both business-to-consumer and business-to-business markets. The race for relevance means organizations must measure and align future technology investments to improve convenience, context and control for both customers and the employees that support them. This requires a shift to the cloud and investments in real-time data-driven experiences. Leaders show an increase in equity and 25-point differential improvement in new metrics.

In this webinar, we will discuss how businesses must elevate the importance of information technology (IT) and business agility with an eye toward accelerating the pace of transformation to embrace a modern approach to improving customer experiences from core to edge, as innovation and resiliency are critical to survival.

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S&P Global Contributor
Jer Hong is the Managing Director of 451 Research & Advisory in Asia Pacific.  He has over 20 years of experience in advising multinational companies and world-class organizations in business strategies, technological innovation, and digital transformation. Full Bio


S&P Global Contributor
Sheryl Kingstone leads 451 Research’s coverage for Customer Experience & Commerce, which covers the many aspects of how customer experience is a catalyst for digital transformation. She oversees the company’s coverage of a variety of customer experience software markets spanning ad tech, marketing, sales, commerce and service. Full Bio

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