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Improving Experiential Value and Empathetic Customer Outcomes Through an Experience-Orchestrated Business

Publisher IDC
Published Aug 06, 2024
Length 13 Pages
SKU # IDC19072469

Description

Improving Experiential Value and Empathetic Customer Outcomes Through an Experience-Orchestrated Business


This IDC Perspective discusses how the experience-orchestrated (X-O) business framework can enable organizations to deliver value-based experiential outcomes for customers. Organizations are increasingly leveraging data-driven insights and generative AI to power intelligent experiences. The X-O business framework offers organizations a reference model to design and deliver future customer experiences that deliver whole journey experience outcomes to all participants in the experience ecosystem. Such a transformation must prioritize the human side of customer value, outcomes, and trust, to drive profitable business growth and gain lifetime customer value. In turn, this requires an approach that fosters connectedness across technology, business processes, and culture, underpinned by data and insights, to achieve superior customer experience outcomes."Unlocking a shared experience value in the future of customer experience hinges on orchestrating empathetic and intelligent interactions," said Sudhir Rajagopal, research director, Future of Customer Experience at IDC. "However, the key is for organizations to prioritize data and insights coherence and change transformation that is built on a culture of trust and experiential value parity, which extends to all participants in the experience ecosystem spanning customers, employees, and partners."

Please Note: Extended description available upon request.

Table of Contents

13 Pages

Executive Snapshot

Situation Overview

Where Are Enterprises Falling Short on CX, and What Is Needed?

The Experience-Orchestrated Business Can Create Value-Based Experiential Outcomes That Deliver and Sustain Customer Empathy

The Core of the X-O Business

Key Pillars of an X-O Business

Using the X-O Business to Achieve Value-Based Customer Experience Outcomes

Lifetime Value

Applied Customer Intelligence

Predictable Communication

Mutual Trust

Advice for the Technology Buyer

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Related Research

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