Customer Agility Initiatives for the Future of Connectedness
This IDC Perspective examines how enterprise initiatives, investments, and priorities for connectedness are aligned to customer agility goals. This document is part of a series of four documents that examine the four connectedness cornerstones of agility that the future enterprise can achieve as part of its larger transformation strategy."Today's hyperconnected customers have come to expect that every interaction with an external organization will be digital and proactive and deliver the appropriate customer experience. Enterprises looking to improving customer agility require a larger connectedness strategy that puts customer data and integration at the forefront and uses video interaction, AR/VR technology, and intelligent self-service capabilities to deliver the right experience and also uses cloud services and tools to bring hyperscale and flexibility to traditional contact center operations." — Paul Hughes, research director, Future of Connectedness, IDC
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