NORTH AMERICA (N=62) MIDDLE EAST (N=51) LATIN AMERICA (N=50) EUROPE (N=63) ASIA PACIFIC (N=52) Top Goals By Region Improving customer experience 68% Improving customer experience 65% Improving customer experience 76% Improving customer experience 65% Improving customer experience 67% Investing in cutting-edge technologies 58% Investing in cutting-edge technologies 59% Growing revenue 64% Investing in cutting-edge technologies 59% Growing revenue 54% New customer acquisition 53% Improving management and mitigation of cyber risk/fraud 55% Investing in cutting-edge technologies 52% Growing revenue 52% Improving management and mitigation of cyber risk/fraud 54% Growing revenue 53% Improving data governance and compliance 47% Improving operational efficiency 44% Improving operational efficiency 51% New customer acquisition 44% Improving management and mitigation of cyber risk/fraud 65% New customer acquisition 61% Improving management and mitigation of cyber risk/fraud 72% Improving management and mitigation of cyber risk/fraud 62% Investing in cutting-edge technologies 56% Telecom Leaders Share A Mix Of Tactical And LongTerm Priorities And Goals Telecom leaders are focusing on priorities and goals related to customer experience, new technologies, risk reduction, and business/customer growth. 5 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. 4 Base: 278 director-level and above decision-makers involved with setting and/or executing their organization’s B2C digital experience strategy Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, February 2024
RkJQdWJsaXNoZXIy MjE3NDkyOQ==