IDC PlanScape: Future of Customer Experience — Implementing Customer Experience Suites Using a CX Services Partner

IDC PlanScape Figure

• Figure: IDC PlanScape: Executive Summary of Future of Customer Experience — Implementing Customer Experience Suites Using a CX Services Partner

Executive Summary

• CX Software Suite Implementation Plays a Key Role at Each Level of IDC's Future of Customer Experience Model

• Figure: IDC's Future of Customer Experience Model: Thought Leadership Framework

Why Is Using a CX Services Firm to Implement a CX Suite Such as Adobe Experience Cloud Helpful?

• A Wide and Deep Bench of Technical and Project Management Staff

• Access to Practices and Learnings from Other Organizations

• Road Map Analysis and Future Proofing

• Driving Business Change, Not Just Technology Change

What Types of CX Services Firms Can Help Implement Adobe Experience Cloud or Equivalent CX Software?

• The Strategy Houses (McKinsey, Boston Consulting Group, and Bain & Company)

• The "Big Four" Multidisciplinary Professional Services Firms (Deloitte, EY, KPMG, and PwC)

• Global Consulting and IT Services Firms

• Digital Agencies

Who Are the Key Stakeholders in Software-Enabled CX Transformation?

• The Holy Trinity of the CEO, CIO, and CMO

• Finding the Sweet Spot Between CMO and CIO

How Can You Manage the Challenges of Employing a Services Firm to Help Implement a CX Cloud Suite?

• Choose a Firm That Empathizes with You and Aligns with Your Culture and Values

• Get Your Vendor to Listen Respectfully … and Then Disagree with You

• Choose a Vendor That Takes an End-to-End View of Customer Experience

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