| |APRIL 20236CIOReviewThe tension between brands and their customers is growing rapidly, with the latter's willingness to leave one brand and do business with another reaching an all-time high. Regardless of the innovations in technology, customer experience remains key to maintaining customer loyalty. An improved customer experience not only ensures they come back time and again but also makes them inclined to pay more for a top-tier experience and avoid the arduous process of searching for a new brand. As per a report by fortunebusinessinsights.com, the global customer experience management market was valued at $10.11 billion in 2021 and is expected to grow from $11.34 billion in 2022 to $32.53 billion in 2023, registering a CAGR of 16.2 percent during the forecast period. This significant growth can be attributed to the increasing use of digital technology tools, which will set the pace for digital transformation and optimization in both new and existing businesses. Technologies like digital twins of customers are helping brands create a virtual representation of customers that is synchronized with the physical form using real-time data inputs and event-stream processing. This allows businesses to build a complete view of the customer and understand their product preferences, average spend, frequency of purchases, and preferred shopping channels. At the same time, the proliferation of AI is paving the way for intelligent experience engines capable of assembling high-quality customer experience powered by data. These engines can design end-to-end solutions like finding a location, scheduling an appointment, sending appointment reminders, and providing directions, proactively leading to improved customer experiences. This edition of CIOReview Canada delivers a bird's-eye view of the recent developments in the customer experience arena and insights into how organizations are aligning with these trends and adopting new ways to efficiently retain and attract customers.We have curated thought leadership articles from industry experts, including the Chief Technology Officer at Zions Bancorporation, and the Executive Vice President of Product Management and Marketing at Advanced Drainage Systems.We also took a deep dive into the market trends to narrow down the list of companies delivering innovative customer experience solutions in Canada. Equipped with innovative technological capabilities, companies like PoolPal and Bridjr help transform businesses at the cloverleaf of various disruptive technologies.We hope this edition of CIOReview Canada's customer experience solution providers helps you build the partnership you and your organization need to foster an environment driven by efficient technology.Let us know your thoughts! EditorialUshering the Era of Digital First Customer ExperienceCopyright © 2023 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.CIOReviewEmail:sales@cioreview.comeditor@cioreview.commarketing@cioreview.com April - 10 - 2023, Vol 12, Issue - 14 (ISSN 2644-237X) Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReviewEditorial StaffAaron PierceCarolynn WaltersDean WinchesterShirley FaithVisualizersAsher BlakeJustin Smith Managing Editoreditor@cioreview.comManaging EditorJustin SmithDisclaimer: *Some of the Insights are based on our interviews with CIOs and CXOsRussell Thomas
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