
Looking Ahead at 2022: Enterprise Priorities for Customer Experience Initiatives and Investments
Description
Looking Ahead at 2022: Enterprise Priorities for Customer Experience Initiatives and Investments
This IDC Market Perspective discusses what are enterprises putting on their docket for customer experience (CX) for 2022 and beyond. The analysis is based on Wave 2 of IDC's Future Enterprise Resiliency and Spending Survey conducted in March 2022. Questions explored are the types of CX initiatives that are of importance and plans of organizations to prioritize and allocate their CX transformation–related investments."As organizations plan their 2022 business priorities and investments, they maintain a strong inclination to improve customer satisfaction and experiences," said Sudhir Rajagopal, research director, Future of Customer Experience research program at IDC. "However, for many organizations, the next 12 months or more will see them redirecting their CX transformation-related investments toward extracting business value than continuing the trend toward purchase of more CX software and technologies."
Please Note: Extended description available upon request.
This IDC Market Perspective discusses what are enterprises putting on their docket for customer experience (CX) for 2022 and beyond. The analysis is based on Wave 2 of IDC's Future Enterprise Resiliency and Spending Survey conducted in March 2022. Questions explored are the types of CX initiatives that are of importance and plans of organizations to prioritize and allocate their CX transformation–related investments."As organizations plan their 2022 business priorities and investments, they maintain a strong inclination to improve customer satisfaction and experiences," said Sudhir Rajagopal, research director, Future of Customer Experience research program at IDC. "However, for many organizations, the next 12 months or more will see them redirecting their CX transformation-related investments toward extracting business value than continuing the trend toward purchase of more CX software and technologies."
Please Note: Extended description available upon request.
Table of Contents
10 Pages
- Executive Snapshot
- New Market Developments and Dynamics
- Initiatives to Measure CSAT and Customer Sentiment Take Top Priority
- Where Are Enterprises Prioritizing Their CX Transformation-Related Investments?
- Organization's Digital-First Maturity Impacts CX Investment Priority
- IDC's Point of View
- Advice for the Technology Supplier and Service Provider
- Advice for the Technology Buyer
- Learn More
- Related Research
- Synopsis
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