In today’s world, superior customer experience is a must and digitally-savvy companies have a competitive edge. While middle market companies say that customer experience is important in their ability to compete, only 34% say it is a critical part of their overall strategy. The National Center for the Middle Market conducted research to understand how middle market companies view the customer experience, uncover what actions they are taking to digitize that experience, evaluate the impact of digitization, and understand the obstacles to customer experience digitization.