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CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value

Publisher IDC
Published Mar 14, 2024
Length 11 Pages
SKU # IDC18629839

Description

CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value


This IDC Perspective highlights industry-leading customer experience (CX) themes from IDC's 2023 Future of Customer Experience awards. Companies featured as the winner and runners-up demonstrated how they are making significant impact within their customer and partner communities. Simultaneously, these organizations were able to successfully use customer experience to drive positive business outcomes leading to business growth and operational efficiencies. The document features CX initiatives from Samsung Electronics America, the winner of IDC's 2023 Future of Customer Experience awards, along with initiatives from runners-up, Phoenix Sky Harbor International Airport and City of Houston Fire/EMS Department."The winner and runners-up in IDC's 2023 Future of Customer Experience awards delivered customer-centered, innovative, omni-channel experiences that contributed to value 'for' the customer," said Sudhir Rajagopal, research director, Customer Experience, IDC. "It is exciting to see how organizations are scaling on the back of innovative technologies, such as AI and automation, to deliver industry leading CX. Crucially, however, these organizations achieve value parity for both the customer and the organization by focusing on customer empathy and trust, capturing value from organizational value streams, and capitalizing on the network effect of the CX ecosystem."

Please Note: Extended description available upon request.

Table of Contents

11 Pages
Executive Snapshot
Situation Overview
Award Winner: Samsung Electronics America
Project: Samsung Care Digital Transformation Powered by SMS, Enhanced with AI
First Runner-Up: Phoenix Sky Harbor International Airport
Project: Aira at Phoenix Sky Harbor International Airport
Second Runner-Up: City of Houston Fire/EMS Department
Project: ETHAN (Emergency Telehealth and Navigation)
Themes and Insights from Winner and Runners-Up Project Entries
Theme 1: Delivering Value-Based Outcomes "for" the Customer
Samsung
Customer and Organization Outcomes
PHX Airport
Customer and Organization Outcomes
Theme 2: Focusing on Employee Experience to Drive Better CX Outcomes
Samsung
Customer and Organization Outcomes
Theme 3: Maintaining Empathy and Trust with a Human in the Loop
Samsung
Customer and Organization Outcomes
PHX Airport
Customer and Organization Outcomes
Theme 4: Capitalizing on the Network Effect of the CX Ecosystem
City of Houston Fire/EMS Department
Customer and Organization Outcomes
Advice for the Technology Buyer
Learn More
Related Research
Synopsis

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