Abstract

This IDC Market Presentations provides insights into the top 10 EMEA customer experience (CX) use cases from the IDC Worldwide Digital Transformation Spending Guide — April 2022 (V1 2022). For each use case, this report guides vendors in moving technical conversations with traditional IT contacts to use-case-based conversations with customer experience executives and line-of-business (LOB) audiences, serving as a reference for sales pitches. The report:

• Highlights CX personas involved in steering, financing, and influencing use cases and how they should collaborate to ensure the successful implementation of the use case
• Understands CX-specific and overarching technology as well as architecture requirements
• Provides detailed examples of end users working and implementing each CX-related use case

"Investments in customer experience are still important for EMEA organizations, based on the April release of the IDC Worldwide Digital Transformation Spending Guide," said Erica Spinoni, European Digital Business Practice. "In 2022, 18% of digital business spend in EMEA will be allocated to use cases in the customer experience lane."

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