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Future of Customer Experience: Who Do Enterprises See as Their Most Strategic Partner for CX Transformation?

Publisher IDC
Published Apr 19, 2023
Length 10 Pages
SKU # IDC17883548

Description

Future of Customer Experience: Who Do Enterprises See as Their Most Strategic Partner for CX Transformation?

This IDC Market Perspective covers the factors that will most impact future CX transformation with the shift to digital business models, where enterprises are seeking help and, crucially, who they consider to be their most strategic technology partner when it comes to CX transformation. As enterprises transform from being a digital-first organization to becoming a digital business, they turn to their most strategic CX vendors for guidance and support — a trusted partner who can help them navigate the growing complexity of the CX technology landscape. The document shares advice on how technology vendors can grow and mature into taking the coveted spot to be an organization's most trusted advisor for CX."With CX and digital experiences spearheading many enterprises' business transformations, CX leaders seek a trusted partner to help them navigate complex transformations," says Sudhir Rajagopal, research director, Future of Customer Experience at IDC. "However, to take on the coveted spot as the most strategic CX partner will require vendors to demonstrate how they can expedite CX outcomes, deliver business value to the enterprise, and how their technology can draw on the strength of the existing IT estate to maximize the enterprises' existing technology investments.

Please Note: Extended description available upon request.

Table of Contents

10 Pages
Executive Snapshot
New Market Developments and Dynamics
The Shift to Digital Business Models
CX Transformation Moves to the Cloud But Falls Short of Delivering Customer Outcomes
Leaders Are Most Concerned About the Pace of Accelerated Tech Disruption and Navigating CX Transformation Complexity
Enterprise CX Leaders Seek a Strategic Partner to Help Them Navigate CX Transformations
CX Solution Vendors and IT Infrastructure Providers Reign at the Top as the Most Strategic Technology Partner When It Comes to CX
Experiential Factors Influence Vendor Considerations for Enterprise Buyers of CX
IDC's Point of View
Learn More
Related Research
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