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Report

Customer Experience And Analytics Modernization: Critical Foundations For Your Digital Business Future

Customer Experience And Analytics Modernization: Critical Foundations For Your Digital Business Future

Customer Experience And Analytics Modernization: Critical Foundations For Your Digital Business Future

Forrester Consulting
Pages 11 Pages

A Forrester study commissioned by Microsoft finds that modernizing customer-facing applications and analytics is critical for improving CX, agility, and revenue. 87% of leaders see urgent need for modernization, and 85% view analytics as central to growth, yet less than one-third fully leverage collected data. Cloud adoption—chosen by 80%—boosts security, agility, and innovation while easing IT workloads. Success requires aligning modernization with business outcomes, empowering non-IT users with data access, and leveraging AI and cloud to drive real-time, personalized customer experiences.

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