target audience: TECH SUPPLIER Publication date: Mar 2024 - Document type: IDC Survey Spotlight - Doc Document number: # US51907024
Enterprises Still Challenged by Legacy Infrastructure and Lack of Customer Centricity, and Proving Value from CX Transformations; Efforts to Address These However Fall Short
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Abstract
This IDC Survey Spotlight analyzes results from IDC's Future of Customer Experience Survey conducted between June and July 2023 to understand what challenges customer experience (CX) leaders are faced with and what approaches do they consider, as they transform their organization's customer experience. 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.
Customer experience transformation at a large global enterprise is not trivial. This document sought to understand what challenges plagues organizations' CX transformation efforts and whether the efforts to resolve these challenges are sufficient. The data showed that enterprises are doing more to use customer insights in an actionable way to drive improvements. However, there are still gaps around shoring up customer centricity and integrating mid- and back-office systems and functions.