target audience: TECH SUPPLIER Publication date: Dec 2022 - Document type: Market Perspective - Doc Document number: # US49936922
Future of Customer Experience: Elevating the Customer Success Function to Deliver Empathetic Customer Outcomes
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Abstract
This IDC Market Perspective recognizes the growing importance of customer success as a way for vendors to offer more experience differentiation in a challenging economic environment. IDC's Future of Customer Experience framework serves as a foundation for a forward-looking point of view for vendors to rethink the end-customer experience from the data layer up. IDC lays out five features that characterize excellence in customer success to deliver empathetic customer outcomes along with key action items for customer success and customer experience leaders.
"CX tech buyers in a tightening market environment are looking beyond just price and expecting vendors to demonstrate better value from their products, solutions, and services," said Sudhir Rajagopal, research director, Future of Customer Experience at IDC. "Factors such as the range and quality of a vendor's customer success services is increasing in importance as a criterion for purchase decisions. Vendors will need to work in a disciplined manner to transform customer success to deliver on customer-centered outcomes in order to deliver on the promise of value realization for their clients."