target audience: TECH SUPPLIER Publication date: Jan 2023 - Document type: Market Presentation - Doc Document number: # AP49964222
IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions — APEJ Implications: Positioning for Success — Opportunities for Tech Sales and Marketing Leaders
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Abstract
This IDC Presentation is an accompanying piece to the IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions — APEJ Implications. It provides specific recommendations for two roles within technology vendor organizations: technology sales leaders and technology marketing leaders.
Our research shows that as storms of disruptions (i.e., recession and inflation) gather on the 2023 horizon, technology buying organizations are shifting customer experience (CX) priorities beyond transactional customer acquisition to relationship-based experiences. During economic downturns, customer-centric business resilience means organizations must anchor business outcomes on delivering customer value and desired outcomes. At the same time, the proliferation of digital businesses in the digital-first era means that organizations must continue to invest in CX to compete and maintain experience parity.
In view of the 10 most urgent CX trends that technology buyers must address in 2023 and beyond, this document highlights how technology vendors can position themselves for success.