IDC MaturityScape Benchmark: Future of Customer Experience in the United States, 2022

IDC MaturityScape Benchmark: Future of Customer Experience in the United States, 2022

This IDC study presents an analysis of the results of IDC's 2022 Future of Customer Experience Benchmark Survey and should be used as a supplement to IDC MaturityScape: Future of Customers and Consumers 1.0 (IDC #US47440621, June 2021). These two studies together are intended to offer enterprises a systematic and rigorous approach to assess their competency and maturity in the customer experience they provide."With the recognition that customer experience (CX) is a key differentiator for future business resilience, more organizations today are executing a variety of customer and digital initiatives," says, Sudhir Rajagopal, research director, Future of Customer Experience at IDC. "Highly mature organizations, however, adopt a customer-first mindset and approach CX as a rigorous quality management discipline across the enterprise. Such an approach demands an executive CX champion and dedicated resources; breaking down organizational, operational, and data silos; tying CX outcomes and metrics to employee and business outcomes and KPIs; and taking a cross-ecosystem approach that empowers employees, partners, and suppliers to achieve customer-oriented outcomes."

Please Note: Extended description available upon request.


IDC MaturityScape Benchmark Figure
Executive Summary
Analysis of Future of Customer Experience Maturity Benchmark Data
Stages of the Future of Customer Experience Maturity Framework
Survey Findings: Maturity Distribution Across Stages
Dimensions of the Future of Customer Experience Maturity Framework
Survey Findings: Maturity Distribution Across Dimensions
Evaluating Future of Customer Experience Maturity: Survivors and Thrivers
Survey Findings: Comparison of Survivors and Thrivers
Advice for Technology Buyers
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Related Research
Appendix
Methodology
Survey Respondent Segmentation

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