Customer Service Functional Digital Transformation: North America
This IDC Perspective, focused on customer service functional organizations and how they are digitally transforming, is the second in a multipart IDC Perspective series where we analyze digital transformation (DX) across various functional areas. In this particular study, we surveyed 208 customer service organizations. Of these 208 respondents, 155 were identified as either digitally determined (49%) or digitally distraught (51%)."Customer service functional digital transformation performance excellence is primarily focused on attracting, retaining, and delighting customers through superior product and service experiences for growing revenue, expanding into new markets, and innovating new products and services as their highest business priority," according to Shawn Fitzgerald, research director, Worldwide Digital Transformation Strategies practice. "Their approach, however, to transformation and resource utilization varies significantly when one looks at company size and whether those companies are digitally determined or digitally distraught."
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