The digital revolution is in full swing as the rate of consumer-facing technological advances accelerates to unprecedented levels. So where do organizations need to focus their digital transformation efforts in order to be successful? And what part does analytics play in this digital revolution? To learn more about how to deliver a superior digital experience through analytics, watch the on-demand webcast, Evolving the Digital Experience in 2017, hosted by Vanson Bourne and CA Technologies. https://www.ca.com/us/why-ca/connect-with us/events/detail/evolving-the-digital-experience-in-2017.html

1. Evolving
the Digital
Experience
in 2017

2. www.vansonbourne.com 2
Demographics
200IT decision makers from the US and UK
1000/£1Bn
With either more than 1,000 employees
or an annual revenue of $1bn or more
Respondents had to
have some involvement
in, or responsibility for
mobile
or web applications

3. www.vansonbourne.com 3
Spending on digital transformation
In the last
12 months96%
Has increased...
89%
91%
…set to continue
Over the next
12 months
Beyond the next
12 months

4. www.vansonbourne.com 4
But challenges persist
90% 91%Experienced business
challenges
Experienced technological
challenges
Most see a barrier to digital transformation
Some business departments
are resistant to change
Speed to market
Increased technological
complexity
Some departments such as IT
are leaving the others behind
Initial technology cost
The cost of digitalization
has been prohibitive
Disparate ‘siloed’ data

5. www.vansonbourne.com 5
Disparate departments and the impact
Different departmental adoption rates
5*
see ‘siloing’
as a barrier to the
IT operations
App owners
Marketing
Research and design
Sales
Business operations
Strategy and leadership
HR
42% experience

6. www.vansonbourne.com 6
Improving the customer digital experience
99%
admit that
they could
improve the
digital
experience
for their
customers
We would attract
new customers
We would encourage
more potential
customers to purchase
We would be better
able to retain
customers
Increase the overall
revenue of the
organizationSeamless digital
experience across
multiple platforms
Easier web
and mobile
navigation
Faster web
and mobile
load times

7. www.vansonbourne.com 7
Improving the customer digital experience
50%
see a
seamless
experience
as a key
area of
focus
We would attract
new customers
We would encourage
more potential
customers to purchase
We would be better
able to retain
customers
Increase the overall
revenue of the
organization

8. www.vansonbourne.com
A seamless journey
8
25%
believe they are
very good at
providing a
seamless
digital
experience
across multiple
channels
90%
could do more
to fully
understand
the customer
journey

9. www.vansonbourne.com
The difficulties of insight
9
90%lack insight into
digital experience

10. www.vansonbourne.com 10
More insight – fewer challenges
96%of those using a
CA solution do
not feel that
they lack insight
into customer
experience
Using either CA App Experience
Analytics, or CA Application
Performance Management
Not using CA
solution
Increased
technological
complexity
Initial technology cost
We lack the skills in
house
Lack of strategic
alignment

11. www.vansonbourne.com
Benefits more likely to
be enjoyed by CA solution users
11
Speed to market
for new apps
and products
App reliability
App innovation
Gaining insights across
channels with analytics
Provide a seamless
experience to
customers across
platforms
Using either CA App Experience
Analytics, or CA Application
Performance Management
Not using CA
solution
“My organization is completely successful at…”

12. www.vansonbourne.com
CA and the search for a seamless service
12
88%
…agree that their customers are experiencing
a seamless journey across digital channels
“My organization’s customers are completely satisfied
with the digital experience they have with us”
“I completely agree…”

13. www.vansonbourne.com
Evolving the digital experience in 2017
CA Technologies
13
If you’d like to know more, contact us here:
Email: enquiries@vansonbourne.com
Tel: 01635 550449
or follow us on:
For more information on our
services, to read case
studies or access lots of
research content visit our
website:
www.vansonbourne.com
www.twitter.com/vansonbourne
www.linkedin.com/company/vanson-
bourne
www.vansonbourne.com/news/our-blog