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This presentation provides an overview of the ICT Enterprise Insights survey with a focus on omnichannel digital transformation and finds that most enterprises are not keeping up with customers' rising expectations.


  • Omnichannel is the laggard among digital transformation initiatives.
  • Enterprises must focus digital transformation on the customer – essential for survival.
  • Forget about CRM; think in terms of customer engagement platforms.

Features and Benefits

  • Examines the main findings from the extensive global survey and provides recommendations to accelerate omnichannel digital transformation progress.
  • Provides recommendations for vendors and digital services providers to help protect their businesses and target their sales efforts.

Key questions answered

  • How are enterprises progressing with their omnichannel digital transformation initiatives?
  • What can enterprises do to accelerate progress with omnichannel?
  • How can vendors and digital service providers target their sales efforts to improve retention and generate growth?

Table of contents


  • Introduction
  • Download 1: 2019 ICT Enterprise Insights in Omnichannel Digital Transformation