target audience: TECH SUPPLIER Publication date: Nov 2023 - Document type: IDC Survey Spotlight - Doc Document number: # US51408423
Customer Experience Gets an Operational Boost; COOs Take the Helm for CX Transformation
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Abstract
This IDC Survey Spotlight analyzes results from IDC's Future of Customer Experience Survey conducted in June and July 2023 to understand how customer experience executive leadership compares across global markets. 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 860 respondents across the globe and across a range of industries.
Who leads customer experience (CX) at enterprises has been a long-standing question. This survey sought to understand how CX leadership is structured in the C-suite. With CX being a top strategic priority, CX leadership has continued to gain momentum and strength in the C-suite. The biggest change from past surveys has been the evolving role of the chief operating officer (COO) — the latest data from IDC's Future of Customer Experience research found that enterprises are increasingly focusing on connecting the operational gaps, hoping to address functional silos by having COOs as the accountable executives for CX initiatives.