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Aligning Enterprise Collaboration with Customer Experience

Aligning Enterprise Collaboration with Customer Experience

This IDC Insight explores the rationale for aligning collaboration tools with customer experience, identifying the market proof points and business benefits, and providing guidance on the initial management steps required to execute this strategy.

IDC Opinion
In This Insight
Situation Overview
People Factors Trump Technology Factors in Customer Experience
Future Outlook
Collaboration and Customer Experience Solutions Require IT Services to Overcome Software Shortcomings
Both Large Enterprises and Their Software Suppliers Are Shifting Emphasis Toward Customer Experience and Collaboration
Content and Collaboration Will Frame Customer Experience Software Solutions
Customer Experience the Conduit That Will Drive Management Actions Using Software Tools
Customer Experience Needs to be an Enterprisewide Mandate
essential guidance

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