2020 Digital Trends
Media and Entertainment in Focus

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Media companies are having to evolve rapidly and the 2020 Digital Trends report takes a look at some of the building blocks and key CX trends that are impacting the industry. It explores themes around technology, data infrastructure, automation, business strategy
and ROI and their implications for the media industry in building CX.

Organizations hampered by inefficient legacy processes, complex
and time consuming integrations and lack of budget as they
increasingly adopt digital technology, and move processes
and workflows to the cloud?, Reason:
  • Premium content is top priority
  • CX focus and confidence on the rise – especially as a brand differentiator
  • Infrastructure, strategy and investment issues behind the confidence
  • Transformative technologies are being embraced – but challenges lie ahead

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