Perspective: Next-Generation CX — The View from Austin, Texas
This IDC Retail Insights Perspective summarizes three two-part round table sessions at the (Next Generation) NG Customer Experience Summit, December 10–12, 2014, organized by GDS International in Austin, Texas. Each set of sessions looked at customer experience (CX) issues from a particular perspective, identifying pressing issues in the first session and then developing recommendations in the second session. Participants included CX executives from midsize to large enterprises across a wide spectrum of industries, including sports and entertainment, logistics, insurance, high technology, value-added resellers, pharmaceuticals (OTC and prescribed medications), and hospitality.
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