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Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience

Publisher IDC
Published Jun 13, 2023
Length 10 Pages
SKU # IDC18012902

Description

Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience


This IDC Perspective explores the topic of customer trust, which is an outcome of the use of technologies in the Future of Customer Experience framework that deliver real-time contextual awareness for consistent and frictionless engagement, supporting emotionally intelligent interactions through active learning. The analysis is based on IDC's Future Enterprise Resiliency and Spending (FERS) Survey, IDC's Future of Customer Experience (FoCX) Survey, and other IDC research. Technology buyers can use this research to benchmark their sentiment measurement and analysis tools adoption and learn about new developments in the market. Technology vendors can use this research to advise their customers on the value of accelerating the implementation of sentiment measurement and analysis tools to obtain significant business outcomes faster."Trust is a business outcome that results from a virtuous cycle of excellent and empathetic customer experiences with a brand," said David Wallace, research director, Customer Data and Analytics at IDC. "With this outcome, brands can foster and sustain a thriving customer relationship that in turn contributes to continued business growth through loyalty."

Please Note: Extended description available upon request.

Table of Contents

10 Pages
Executive Snapshot
Situation Overview
Future of Customer Experience
Outcomes That Matter: Trust
Chat, Digital Assistants, and CX Health Checks
Top CX Investment Priorities for Customer Trust
Recent Technology Developments
Advice for the Technology Buyer
Learn More
Related Research
Synopsis

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