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Attaining Experiential Value Parity with Customers Will Forge the Path Forward to Profitable Growth

Publisher IDC
Published Feb 27, 2024
Length 16 Pages
SKU # IDC18582187

Description

Attaining Experiential Value Parity with Customers Will Forge the Path Forward to Profitable Growth


This IDC Perspective emphasizes the importance of achieving customer value parity for businesses to thrive and grow profitably. It highlights the need for companies to focus on delivering empathetic customer experiences and proving experience value for the customer, powered by data and intelligence. To win future customers, businesses must balance value for the organization and the customer and continually evolve customer and organizational value outcomes. CX leaders can leverage the customer value framework and apply organizational value streams to activate and execute digital customer journeys to track and sustain customer value parity."Traditional, 'introverted' organizations — that is, those maximizing only inward-looking metrics such as operational efficiency and revenue growth at the cost of their customer outcomes — will fall behind in meeting the demands of future customer expectations," said Sudhir Rajagopal, research director, Future of Customer Experience, IDC. Using a richer customer value framework, organizations can deliver customer experiences wherein both the organization and the customer see a net gain in value outcomes and position the organization as an empathetic, customer-centric business."

Please Note: Extended description available upon request.

Table of Contents

16 Pages
Executive Snapshot
Situation Overview
Why the Focus on Experiential Value, and Why Now?
Experiential Customer and Organizational Value
Establishing Value Parity
Understanding Customer Value
Delivering Experiential Value
The Customer Value Hierarchy Helps Organizations Deliver Value at Every Stage of Customer Engagement
Improving Organizational Value from Customer Value with a Focus on Value Parity
Advice for the Technology Buyer
Learn More
Related Research
Synopsis

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