target audience: TECH SUPPLIER Publication date: Jun 2023 - Document type: IDC Survey Spotlight - Doc Document number: # US50791423
Acceleration of Digital, Customer Data Volume, and Privacy Are Biggest Market Shifts That Will Impact Many Sectors' Future CX Strategy; Workforce Challenges and Costs Follow Closely
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Abstract
This IDC Survey Spotlight analyzes results from IDC's Future of Customer Experience Survey from September 2022 to understand how these external market shifts vary by industry sectors. The purpose of this survey is to understand how companies are employing technology to better identify and take the perspective of the customer that results in a positive outcome for the customer and the brand. The survey solicited responses from approximately 1,450 respondents across the globe and across a range of industries.
The pace at which technology and digital capabilities are impacting customer expectations is what's top of mind for CX leaders globally (34% of respondents). Further, with so much of the value exchange between customers and brands being premised on customer data, the increasing volume of data flow in more continuous, connected customer experiences is increasing the imperative for risk/regulations over customer data privacy (29% of respondents).