target audience: TECH BUYER  Publication date: Sep 2022 - Document type: IDC PeerScape - Doc  Document number: # US49490522

IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative

By: 

  • David Weldon
  • Marci Maddox
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Table of Contents


  • IDC PeerScape Figure

    • Figure: IDC PeerScape: Customer Experience — Practices to Develop a Successful Initiative

  • Executive Summary

  • Peer Insights

    • Practice 1: Truly Listen to What Customers Want and Put Tools in Place to Support Those Wishes

    • Challenge

    • Examples

    • M&T Bank

    • Papa Gino's/D'Angelo

    • OhioHealth

    • Guidance

    • Practice 2: Look for Opportunities to Deliver Truly Useful Information and Options in New or Unique Ways

    • Challenge

    • Examples

    • M&T Bank

    • Papa Gino's/D'Angelo

    • OhioHealth

    • Guidance

    • Practice 3: Ensure That LOB and IT Work Together to Design Program Elements That Match Organizational Goals

    • Challenge

    • Examples

    • M&T Bank

    • Papa Gino's/D'Angelo

    • OhioHealth

    • Guidance

    • Practice 4: Take Advantage of Tools That Enhance Customer Experience, Including AI, ML, AR, VR, and 3D Video

    • Challenge

    • Examples

    • M&T Bank

    • Papa Gino's/D'Angelo

    • OhioHealth

    • Guidance