target audience: TECH BUYER Publication date: Oct 2022 - Document type: IDC FutureScape - Doc Document number: # US48543222
IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions
This IDC study explores 10 of the most urgent business and technology issues that customer experience executives across the C-suite must address to differentiate and prepare themselves to thrive in the next era of customer experience.
According to Sudhir Rajagopal, research director, Future of Customer Experience at IDC, "In a world of accelerated uncertainty, the next era of CX innovation will be led by those brands that improve value for the customer through empathy and delivering outcomes for customer success. Thrivers will share and apply intelligence at the speed of customer engagement, create new customer engagement models and metrics for a digital business, and tap into the power of decentralization/Web3 to create equitable value parity in customer and business outcomes alike."