IDC's 2015 EXPERIENCES Survey: Customer Experience Professionals Are Strategic, Not Just a Buzzword
This IDC study focuses on customer experience initiatives across companies with 50 to 10,000+ employees. The findings are centered on the reporting structure and authorization levels of customer experience professionals based on IDC's EXPERIENCES Survey that was conducted in February 2015.
"Our study results attest that customer experience initiatives are not just the latest buzz word for customer handling," says Mary Wardley, vice president, CRM Applications and Customer Experience at IDC. "Customer experience professionals are not only prevalent in organizations but also have the authority and support of senior management in what is considered a strategic initiative."
Please Note: Extended description available upon request.