TECH BUYER May 2022 - IDC MaturityScape Benchmark - Doc # US47440521

IDC MaturityScape Benchmark: Future of Customer Experience in the United States, 2022

By:

Sudhir Rajagopal
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Abstract

This IDC study presents an analysis of the results of IDC's 2022 Future of Customer Experience Benchmark Survey and should be used as a supplement to IDC MaturityScape: Future of Customers and Consumers 1.0 (IDC #US47440621, June 2021). These two studies together are intended to offer enterprises a systematic and rigorous approach to assess their competency and maturity in the customer experience they provide.

"With the recognition that customer experience (CX) is a key differentiator for future business resilience, more organizations today are executing a variety of customer and digital initiatives," says, Sudhir Rajagopal, research director, Future of Customer Experience at IDC. "Highly mature organizations, however, adopt a customer-first mindset and approach CX as a rigorous quality management discipline across the enterprise. Such an approach demands an executive CX champion and dedicated resources; breaking down organizational, operational, and data silos; tying CX outcomes and metrics to employee and business outcomes and KPIs; and taking a cross-ecosystem approach that empowers employees, partners, and suppliers to achieve customer-oriented outcomes."


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