The IT function plays a crucial role in making sure organisations are delivering against the needs and expectations of their customers in a world where commercial success is increasingly defined by the quality of the customer experience (CX).

This report focuses on how IT professionals responded to the 2021 Digital Trends survey, comparing their answers with their peers from across the business, while also looking at the differences between top-performing companies and the mainstream.

The research highlights how close co-operation between IT and other functions such as marketing are crucial for success, but need to be supported by technology that aids collaboration and facilitates efficient workflows and the sharing of customer data.

As part of this examination, the report also explores how legacy technology and workflow issues are holding back marketing, in addition to gauging the top technologies executives agree will have the most positive impact on CX.