target audience: TECH BUYER Publication date: Sep 2023 - Document type: IDC PeerScape - Doc Document number: # US51231223
IDC PeerScape: Lessons Learned in Measuring Customer Experience
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Abstract
This IDC PeerScape will describe how a digital leader measures customer experience value and how two other highly respected traditional businesses are adopting many of these customer-centric measurement best practices.
There are three key best practices that an organization must learn and adopt if they are to deliver superior customer-centric digital products and services:
- Shifting to a customer-centric culture where the customer experience and journey are paramount
- Segmenting the customers in meaningful ways and defining the desired customer experiences
- Delivering digital products and services that measure and optimize customer experiences
"Understanding the customer experience and meeting customers' needs have been the key to so many successful digital products and services. Not only are the digital giants increasing their expertise around measuring customer experience with quality data, but many traditional businesses are applying these same best practices to their own customer experience journeys," says Bob Multhaup, adjunct research advisor with IDC's IT Executive Programs (IEP).