New IDC & SAP Report Says That Experience – Customer, Brand & Product – Is The Secret to Profitability

A new report from IDC Canada and SAP Canada reveals that while digital strategy execution is incremental for Canadian companies, advancement is tied to succeeding on the human side of business.

Canadian enterprises across all sectors are faced with shifting customer demands, economic uncertainty and an ever-changing cycle of innovation. With the digital economy is in this constant state of change, Canadian enterprises need to be aware of what’s at the heart of business evolution– great leadership. Thus, comes the comparison between innovative leaders and observers who fall short.

The report shows Canadian businesses need to shift to become intelligent enterprises (IE) and that IE leaders need to embrace a greater focus on customer experience in order to see a direct link to profitability. The report highlights several statistics that highlight how customer and employee experience go hand in hand with profitability:

  • 73 per cent of IE leaders will increase their focus on employee experience next year, while 59 per cent of IE leaders will increase their focus on customer experience
  • In terms of expected focus for 2020, 70 per cent of IE leaders will increase focus on employee experience in the next year
  • Over 80 per cent of IE leaders have a CEO that is a strong customer experience champion
  • 66 per cent of IE leaders believe that customer experience has significantly improved financial performance within their business
    • Companies in the financial services sector are more likely to say it’s important to improve employee experience while improving the customer experience

You can download the report here (registration required, but totally worth it having read this report).

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