Omdia’s The State of Digital CX 2024: Survey Analysis report indicates a strong trend toward increasing investments in artificial intelligence (AI) and customer experience (CX) technologies. Vendors should take a strategic and supportive approach to prepare clients for increased AI and CX technology investments. This article discusses how vendors can do this effectively.
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The rising tide of CX technology investment: Why it is happening and how vendors should respond
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The State of Digital CX 2024: Survey Analysis
Report / 13 Aug 2024 / Mila D'Antonio
Emphasizes the importance of prioritizing data management, investing in advanced technologies, optimizing customer journeys, and focusing on customer-centric strategies to improve overall business performance and customer engagement.
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The Analyst Team
Mila D'Antonio
Follow AnalystPrincipal Analyst, Customer Engagement
Mila D’Antonio is a principal analyst on Omdia’s Customer Engagement team where she focuses on enterprise applications that enable personalized and connected customer engagement. Mila analyzes key developments in customer engagement applications and emerging tech that improve customer interactions and enable personalized, relevant engagements. That includes research on customer engagement platforms, customer data platforms, customer journey orchestration, and conversational AI.
Prior to joining Omdia, formerly Ovum, in 2017, Mila worked as editor-in-chief at 1to1 Media. In addition, she holds a degree from the University of Pittsburgh where she studied English, journalism, and political science.
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