Getting To Iconic is a briefing paper by MIT Technology Review. It is based on a global survey of business leaders conducted between May and July 2017. Further insights were gained through in-depth industry interviews and are included in this report. We would like to thank all participants in this research project as well as the sponsor, omnichannel customer experience and contact centre solutions provider, Genesys.
MIT Technology Review has collected and reported on all findings contained in this paper independently, regardless of participation or sponsorship.