target audience: TECH SUPPLIER Publication date: Jun 2023 - Document type: IDC Survey Spotlight - Doc Document number: # US50943723
Justification and Results Can Be at Odds: Understanding the Links That Result in Improved CX
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Abstract
This IDC Survey Spotlight provides insight into the driving factors and the anticipated benefits and results of adopting a digital platform based on the survey results from IDC's Future Enterprise Resiliency and Spending (FERS) Survey, Wave 4, conducted in May 2023, in which IDC queried digital platforms. The survey solicited replies from 890 respondents across the United States, Europe, and Asia/Pacific (excluding Japan), as well as across a range of industries.
"Due to the complex number of inputs into an architecture that employees use or customers either access or use to service them, drawing a straight line between pursuing a CX strategy and proving its improvement in the experience is nearly impossible. It is a complex web that hangs together," said Mary Wardley, program vice president, Customer Service and Contact Center at IDC. "Organizations need to work to develop a vernacular and a view that looks at a holistic cause and effect model."