target audience: TECH BUYER Publication date: Apr 2023 - Document type: Tech Buyer Presentation - Doc Document number: # US50112023
Future of Customer Experience: Capabilities and Investments to Achieve Trusted Customer Outcomes
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Abstract
This IDC Tech Buyer Presentation explores what capabilities and investments drive trusted customer outcomes. Findings are based on primary research insights from IDC's Future of Customer Experience Survey conducted in September 2022.
Customer trust is the currency that will drive business resilience and growth in the digital economy. Trust is a result of a virtuous cycle of consistently excellent customer experiences (CX) with a brand. Trust has been defined as a "confident relationship with the unknown," and as we move to increasingly digital business models, it is not possible to know everything in this complex and rapidly evolving future. One thing is for certain, the future value exchange between customers and brands will be anchored on data, and building trust is a prerequisite for brands to achieve empathy@scale in the future of experiences.