Building the engine that drives digital transformation

This is the consensus view of an MIT Technology Review Insights survey of 210 members of technology executives, conducted in March 2021. These respondents report that they need--and still often lack-- the ability to develop new digital channels and services quickly, and to optimize them in real time. Underpinning these waves of digital transformation are two fundamental drivers: the ability to serve and understand customers better, and the need to increase employees' ability to work more effectively toward those goals. Two-thirds of respondents indicated that more efficient customer experience delivery was the most critical objective. This was followed closely by the use of analytics and insight to improve products and services (60%).