COVID-19 Recontact Results From The March 2020 Thought Leadership Paper, “Improving Customer Experience And Revenue Starts With The App Portfolio”
The global COVID-19 pandemic has impacted nearly every aspect of our lives and businesses. The way executives are modernizing their application portfolios is no exception. Many enterprises and executives are suddenly shifting their software priorities, moving some projects to the front of the queue and pushing others back. Executives who remain positive and continue to experiment with new technologies and processes will learn the most from this crisis and position their companies to stay ahead of the curve. Conversely, executives who hunker down to avoid risk by sticking with older tools, technologies, and processes will find their businesses further behind than when the crisis started.
Prior to the pandemic, VMware commissioned Forrester Consulting to evaluate executive sentiments about the state of their current application portfolios, their ability to create terrific end customer experiences, and the connection between the two. Forrester conducted an online survey of 614 respondents and six interviews with CIOs and SVPs from global enterprises across six industries to explore these sentiments.
In July 2020, VMware commissioned Forrester Consulting to evaluate how the pandemic has impacted those same executives and their ability to modernize their application portfolios. Forrester conducted an online recontact survey of 204 respondents from the original. We found that rapidly changing business and customer demands have had a significant impact on executives’ priorities. In the original study, we saw that executives found customer experience (CX) to be critical; the pandemic has forced these executives to take a narrower focus and find the specific problems impacting CX and transform them.
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