IDC PlanScape: Future of Customer Experience — Implementing Customer Experience Suites Using a CX Services Partner

IDC PlanScape: Future of Customer Experience — Implementing Customer Experience Suites Using a CX Services Partner

This IDC PlanScape provides insight into the advantages of using a professional services vendor to help an organization plan and execute a business project that involves implementation of customer experience (CX) software. It describes the types of vendors operating in the CX services space, and it describes the key capabilities and characteristics to look for when an organization is looking to appoint a CX services partner for a project involving implementation of a CX software suite. "Professional services vendors can be an important asset for organizations looking to drive business change that involves the deployment of a customer experience software suite — a CX services vendor can make the difference between success and failure for a business project," says Douglas Hayward, IDC research director for Customer Experience Services. "But while technical capabilities are important, enterprises should remember that vendor empathy and a good cultural fit between client and supplier are also important drivers of project success."

Please Note: Extended description available upon request.

IDC PlanScape Figure
Executive Summary
CX Software Suite Implementation Plays a Key Role at Each Level of IDC's Future of Customer Experience Model
Why Is Using a CX Services Firm to Implement a CX Suite Such as Adobe Experience Cloud Helpful?
A Wide and Deep Bench of Technical and Project Management Staff
Access to Practices and Learnings from Other Organizations
Road Map Analysis and Future Proofing
Driving Business Change, Not Just Technology Change
What Types of CX Services Firms Can Help Implement Adobe Experience Cloud or Equivalent CX Software?
The Strategy Houses (McKinsey, Boston Consulting Group, and Bain & Company)
The "Big Four" Multidisciplinary Professional Services Firms (Deloitte, EY, KPMG, and PwC)
Global Consulting and IT Services Firms
Digital Agencies
Who Are the Key Stakeholders in Software-Enabled CX Transformation?
The Holy Trinity of the CEO, CIO, and CMO
Finding the Sweet Spot Between CMO and CIO
How Can You Manage the Challenges of Employing a Services Firm to Help Implement a CX Cloud Suite?
Choose a Firm That Empathizes with You and Aligns with Your Culture and Values
Get Your Vendor to Listen Respectfully … and Then Disagree with You
Choose a Vendor That Takes an End-to-End View of Customer Experience
Advice for Technology Buyers
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