Reframing the Digital-First Customer Journey: Key Takeaways from IDC's Global CIO Advisory Board — April 2022 Edition
This IDC Market Perspective focuses on reframing the digital-first customer journey. Drawing from the CIO Advisory Board discussion held in April 2022 and moderated by IDC, this IDC Market Perspective provides an overview of how the customer journey has evolved, what makes up the digital experience architecture, as well as the key success factors that helped Screwfix enhance its customer experience to yield a positive impact for their business. "The customer journey is being redefined by rising customer expectations for fluid physical-digital experiences that are highly personalized, iterative, and real time across multiple channels from web to mobile and beyond," says Marci Maddox, research director, Digital Experience Strategies at IDC. "Taking advantage of new MACH-ready architectures — microservices, API, cloud, and headless — allows organizations to quickly plug in new capabilities that fit their technology stack and address opportunities of growth as a digital-first customer-centric enterprise."
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