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This includes spending on strengthening cybersecurity (35%), improving customer service (32%) and improving data analytics for real-time businessintelligence and customer insight (30%). Australian experiential tourism company Journey Beyond recently revamped its contact center as part of a customer experience transformation.
This is where Saurabh Mittal, CTO at Mumbai-based Piramal Capital & Housing Finance, wants IT leaders to make a careful distinction. Enterprise technology leaders must differentiate between cost and investment if they want to make the most of their limited budgets.
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