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Perspective: Next-Generation CX — The View from Austin, Texas

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.


In This Perspective
Three Sides of the Same Coin
Roundtable 1: Customer Engagement
Opening Session
Transformation
Customer Effort — Rethinking Loyalty Drivers
Emerging Millennial-Like Behaviors Trump Demographics
Culture First and Complementing Systems
Competitive Pressures
Leveraging Data
Closing Session — Opportunities
Customer effort
Improving Customer Conversations
Human-to-Human Marketing
Roundtable 2: Data and Analytics
Opening Session
Insights That Are Actionable
Data and Methodologies
Organizational Change Management
Closing Session — Opportunities
Achieving Insights That Are Actionable
Data and Methodologies
Organizational Change Management
Roundtable 3: Marketing Strategies
Opening Session
Brand Awareness
Data and Technologies
Brand Differentiation
Closing Session — Opportunities
Brand Awareness
Data and Technologies
Brand Differentiation
Learn More
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