target audience: TECH BUYER Publication date: Dec 2023 - Document type: IDC MarketScape - Doc Document number: # US49988323
IDC MarketScape: Worldwide Experience Build Services 2023–2024 Vendor Assessment
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Abstract
This IDC study represents a vendor assessment of the 2023–2024 experience build services market through the IDC MarketScape model. This research is a quantitative and qualitative assessment of the characteristics that explain a vendor's success in the marketplace and help anticipate its ascendancy. This IDC MarketScape covers a variety of vendors participating in the worldwide experience build services market.
This evaluation is based on a comprehensive framework and set of parameters expected to be most conducive to success in providing experience build services in both the short term and the long term. A component of this evaluation is the inclusion of the perception that buyers of experience build services have of both the key characteristics and the capabilities of the provider evaluated. Buyers were surveyed across all three of IDC's macroregions for the vendors participating, and IDC spoke to almost 60 reference clients of participating vendors.
"Customer experience has never been more important than it is today, and organizations must ensure that their products and services generate a great experience from day one," says Douglas Hayward, research director for Customer Experience Services at IDC. "That means building products and services to deliver immediate impact, functional excellence, scalability, and constant improvement so that they continue to meet evolving consumer and citizen expectations over time. For most organizations, this means choosing a professional services partner that has broad and deep IT and business transformation skills, including the ability to deploy technology to identify and understand the people who count most to organizations — their customers and citizens."