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IDC's 2015 EXPERIENCES Survey: The Challenges and Key Factors in Achieving Superior Customer Experiences

IDC's 2015 EXPERIENCES Survey: The Challenges and Key Factors in Achieving Superior Customer Experiences

This IDC study focuses on customer experience initiatives across companies with 50+ employees. The findings are centered on the identified keys and challenges in delivering a superior customer experience across the survey population and by company size and industries based on IDC's EXPERIENCES Survey that was conducted in February 2015."Respondents to our study indicate clearly that they know what the important factors are for creating a superior customer experience for their customers," says Mary Wardley, vice president, CRM Applications and Customer Experience at IDC. "However, the practicalities of the complexity of creating those experiences are where these organizations must invest resources to compete and complete their visions."


IDC Opinion
In This Study
Methodology
IDC's 2015 EXPERIENCES Survey
Situation Overview
Understanding the Experiences Landscape
Leading with the Basics — Consistency
Now That We Know What's Important — Can We Do It?
Leading Communications Channels
Why Are Customers Calling?
Data Source Coordination
Future Outlook
Essential Guidance
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Related Research
Synopsis

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