IDC's Worldwide Digital Transformation Use Case Taxonomy, 2019: Customer Experience

IDC's Worldwide Digital Transformation Use Case Taxonomy, 2019: Customer Experience

This IDC study discusses digitally driven transformation in the customer experience that companies provide and how this digitally driven transformation is influencing the prioritizing of use cases for investment as well as the strategic priorities and programs that are driving technology spending."Customers are digitally transforming, and the best companies are employing digital technologies to both differentiate themselves from their competitors and stay on par with where their customers are," said Alan Webber, IDC research director for Customer Experience. "The digital transformation of a brand leading to a differentiated experience must start with an understanding of the alignment or misalignment between the company and the digital journey the customer is on and how this can be addressed through technology aligned with business processes that support a customer-centric strategy."

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IDC's Worldwide Digital Transformation Taxonomy
Digital Transformation Taxonomy Changes for 2019
Taxonomy Overview
Understanding and Using IDC's Digital Transformation Taxonomy
Customer Experience
Strategic Priority: Differentiated Customer Experience
Advertising and Marketing
Sales and Renewals
Implementation and Customer Support
Customer Satisfaction and Trust
Customer Data and Intelligence
Learn More
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