Avaya | Digital Transformation Readiness Survey

Q1. How important is the customer experience in your organization’s priorities? (Select One)

Top Priority Very Important Important Low Priority Not a Priority Right Now

Q4. Does your organization have a digital transformation strategy?
Yes No Under serious consideration within the next 1-2 years

Q6. Who plays a role in managing your customer experience? (Click all that apply)
Business Systems Intelligence Chief Experience Officer Chief Information Officer Chief Marketing Officer DevOps Director Contact Center Operations Director of Business Analytics Network Engineers VP of Customer Care

Q7. Do these different leaders understand their role in helping you achieve your organization’s customer experience objectives?
Totally understand and bought-in to helping us achieve our objectives Understand their role but we can achieve more if we work more closely together Understand their role but we work in silos Sort of understand their role; working in silos Do not understand and we are not working together

Q8. Which of the following have you done in preparation for or current execution of your customer experience strategy? (Select all that apply)
Defined your customer experience vision statement Defined existing successes and improvement opportunities Identified your organization’s biggest challenges Mapped your existing and optimal customer journey Identified resource and technology gaps between your current state to desired state Involved key stakeholders in crafting your customer experience strategy Identified what changes your organization should be seeing in the first 30, 90 and 180 days of launching your strategy Developed an internal and external communications strategy

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