target audience: TECH BUYER  Publication date: Jul 2022 - Document type: IDC Perspective - Doc  Document number: # US49300022

Creating the Conversational Enterprise

By:  Wayne Kurtzman Loading

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Abstract


This IDC Perspective provides insights into creating the conversational enterprise. As people rely more on electronic platforms outside of work, there is a growing expectation to have that same ease of collaboration and communication within their company — and with those companies they deal with. The conversational enterprise takes the challenge and welcomes these new engagement platforms. They seek to create trust through a welcoming environment to collaborate and form community. They use integrated applications to drive better outcomes for the workforce, partners, and customers. They recognize that these are the early days. These technologies, cultures, and norms will rapidly evolve, and this is only the start of the conversational enterprise.

"The need to embrace the basics of conversational enterprise is an imperative to meet people where they are and try to counteract economic headwinds," according to Wayne Kurtzman, research director of Collaboration, Communities, and Social Technologies at IDC. "This is the next generation of relationship building, of customer and employee engagement. The conversational enterprise is more nimble, better connected, often better trusted, and develops a stronger bond with their advocates and customers. Used properly, these platforms foster a new class of owned data and ideation for the company, and a sense of connectedness to a company and their offerings."



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