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Digital trends 2020 M&E report

White Paper Published By: Adobe
Adobe
Published:  May 14, 2020
Type:  White Paper
Length:  22 pages

Competition in the media and entertainment industry remains fierce as companies battle to launch new digital services, develop premium subscription offerings and transform operations to become direct-to-consumer brands. Content remains the key differentiator but, in an increasingly atomised digital environment, consumer experience and engagement lie at the heart of business strategy.

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.

Why? The financial benefits are clear. The 2020 Digital Trends report shows CX leaders are three times more likely than other industries to have exceeded their business goals.

Our research indicates that there is confidence across the industry in its ability to create exceptional user experiences which outstrips all other sectors.

But do media organisations have the right infrastructure and investment roadmaps in place to change the way they operate to reinvent user experience to meet changing consumer needs? Or are they hampered by inefficient legacy processes, complex and timeconsuming integrations and lack of budget as they increasingly adopt digital technology, and move processes and workflows to the cloud?

The release of this tenth edition of the report has also coincided with one of the most unprecedented and unpredictable periods in living memory, with COVID-19 dramatically changing how much of the world works and lives.



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