target audience: TECH SUPPLIER Publication date: Aug 2023 - Document type: Market Presentation - Doc Document number: # US51077723
Achieving Empathy@scale Through the Future of Customer Experience
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Abstract
This IDC Market Presentation explores how meeting the promise of excellent customer experiences needs to evolve beyond the front-end engagement layer. IDC's Future of Customer Experience has defined what it means to focus on the customer so enterprises can actionably demonstrate and scale customer empathy through value-based experience outcomes. The construct of Empathy@scale is a disciplined enterprisewide imperative that applies digital technologies to transform the nature of engagement between the business and the customer. It requires enterprisewide collaboration across every stage of the customer life cycle, from marketing to loyalty, touching both business and technology functions in every industry.