target audience: TECH BUYER Publication date: Jun 2024 - Document type: Tech Buyer Presentation - Doc Document number: # US50112423
Future of Customer Experience Scorecard, 2023: CX Transformation Approach and Impact on Scores
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Abstract
This IDC Tech Buyer Presentation highlights the results of IDC's 2023 Global Future of Customer Experience (FoCX) Survey, which explored how organizations globally are investing in and employing data, technology, customer-centric operating models, and the right leadership to achieve experience-led growth. Through a modeled scorecard, IDC found that leading organizations, not only leverage the latest technology innovations such as generative AI, edge analytics, and automation but also mobilize and integrate business functions, improve employees' ability to deliver better customer experiences, and have leaders who actively champion CX as an enterprisewide quality management function. In turn these organizations see better CX scores and much more improved business outcomes compared with the market average.