Future of Customer Experience: Why Professional Services Are Critical to CX
Description
Future of Customer Experience: Why Professional Services Are Critical to CX
This IDC Perspective discusses why professional services are critical to customer experience (CX). Customer experience–related professional services play an important role in helping organizations position their brand and design, create, market, and sell new products and services. By providing critical advice on consumer and business dynamics, CX services vendors also help organizations navigate a world of increasingly fast-paced social, political, and economic change. "CX services vendors come in all shapes and sizes and finding the right one means looking beyond price and focusing instead on the vendor's capabilities, its people quality, and its strategy for your enterprise," says Douglas Hayward, research director, Worldwide Digital Strategy and Agency Services at IDC. "Look for a vendor that has a broad mix of services and is willing to constructively challenge you — even to the point where you start to feel uncomfortable," Hayward added. "The business environment is evolving fast in response to dramatic real-world changes, and there's no room for complacency."
Please Note: Extended description available upon request.
This IDC Perspective discusses why professional services are critical to customer experience (CX). Customer experience–related professional services play an important role in helping organizations position their brand and design, create, market, and sell new products and services. By providing critical advice on consumer and business dynamics, CX services vendors also help organizations navigate a world of increasingly fast-paced social, political, and economic change. "CX services vendors come in all shapes and sizes and finding the right one means looking beyond price and focusing instead on the vendor's capabilities, its people quality, and its strategy for your enterprise," says Douglas Hayward, research director, Worldwide Digital Strategy and Agency Services at IDC. "Look for a vendor that has a broad mix of services and is willing to constructively challenge you — even to the point where you start to feel uncomfortable," Hayward added. "The business environment is evolving fast in response to dramatic real-world changes, and there's no room for complacency."
Please Note: Extended description available upon request.
Table of Contents
13 Pages
- Executive Snapshot
- Situation Overview
- Customer Satisfaction Is a Key Business Priority for Enterprises Today …
- IDC's Future of Customer Experience Model
- Data and Professional/Technology Services Are Key Enterprise Priorities
- The Context: A World Going Through Disconcerting Change in Several Dimensions
- Demand for Professional Services Is Rising
- Professional Services Are Delivering Business Results
- CX Transformation Is Tech Enabled, But Business Led
- CX Services Suppliers Are Heading for the Clients' Leadership "Sweet Spot"
- Organizations Look for Consulting/Implementing Partners with a Mixture of Business and Technology Skills — and Innovation and Creativity
- Innovation Is an Important Driver of CX Improvement Success, and a Major Focus for Enterprises, Yet It's an Area Where Buyers of Professional Services Are Least Happy
- Focusing on Price Is Not a Good Idea
- Advice for the Technology Buyer
- Learn More
- Related Research
- Synopsis
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