target audience: TECH SUPPLIER Publication date: Aug 2023 - Document type: Market Presentation - Doc Document number: # EUR151061423
When Process Disconnects Impedes a Superior Customer Experience: Customer Experience Issue Analysis Based on a European IDC Survey
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Abstract
This IDC Market Presentation investigates how process disconnects impede a great ordering and buying experience and degrade the overall customer experience. It is based upon an IDC survey of European software decisionmakers from January 2023, which asked how various examples of disconnected processes in their organization would challenge or limit customers. IDC also provides actionable advice to applications vendors in terms of how to link back-office solutions to customer experience.
"Organizations can build shiny digital store fronts and customer portals. However, if the back-office and supply chain processes are not connected, the customers will not be able to evaluate, decide, and transact in the desired way. They might not be able to get accurate pricing at the time of purchase or maybe there is no committed delivery timeline. The implications are that superior customer experience often requires back-office and supply chain processes to be integrated, digital, and fully automated," said Bo Lykkegaard, associate VP, European Software research at IDC.