target audience: TECH BUYER Publication date: Jun 2019 - Document type: IDC Perspective - Doc Document number: # US45190819
Customer Experience Strategies: Advice from Practitioners
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Abstract
This IDC Perspective shares valuable lessons learned from organizations and companies that have engaged in the process of digital transformation (DX) for the purposes of customer experience. Customer experience is a leading goal of organizations undertaking DX initiatives. While the stated goal may be clear, digitally transform for the purposes of improving the customer experience and to create new business models, the path to execution is not as clear. Challenges pertaining to staff, management, process, and skills can present significant setbacks. In reading other's experiences, readers will glean important perspectives of the transformation process beyond the technology selection and perhaps see pitfalls before they happen.
"Digital transformations are uncharted territory. For customer experience, the expected results will be new business processes, new technology, and perhaps, lost technology and practices. These changes are organizationwide. Having the ability to learn from those who have gone before can bring valuable insight to guide the process," said Mary Wardley, IDC program vice president, Customer Care and CRM.