target audience: TECH BUYER Publication date: May 2023 - Document type: Tech Buyer Presentation - Doc Document number: # US50672623
Future of CX: Capabilities and Investments to Achieve Predictable Customer Communication and Engagement
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Abstract
This IDC Tech Buyer Presentation explores what capabilities and investments drive predictable customer communication and engagement. Findings are based on primary research insights from IDC's Future of Customer Experience Survey conducted in September 2022. Communication is the foundation for every interaction and every engagement between a brand and a customer during all steps of the customer journey. Two-thirds of customers report that when enterprises engage with them in a manner that is contextual and relevant, customers perceive the company as being empathetic. Greater predictability of customer engagement, purchase, and perception gives firms the ability to offer anticipatory experiences and, importantly, participate in impacting these very customer inputs.