The rise in mobile computing is creating a major change in how people interact with each other and transact business, while sharing good and bad experiences. It is empowering consumers while expectations are growing around speed and availability. Delivering on these requirements is a vital market mandate.
In this environment, infrastructure does matter and is a key factor in the delivery of a quality customer experience (CX), which drives market share and builds customer loyalty. The base study examined end user CX from both the customer side and the IT platform perspective, and this executive summary presents key aspects of those areas.