Canadian Companies Need to Care More about Digital Customer Experience
According to New IDC MaturityScape Benchmark on Digital Transformation
- June 19, 2017 -
Toronto ON., - International Data Corporation (IDC) Canada announced today the release of a new report assessing Canadian enterprises' maturity and progress in implementing digital transformation initiatives and products across their organizations. IDC MaturityScape Benchmark: Omni-Experience Digital Transformation in Canada, 2017 (IDC #CA42445617) focuses on the first dimension of digital transformation, and is a follow-up report to IDC MaturityScape Benchmark: Digital Transformation in Canada, 2016 (IDC #CA41078216, May 2016).
Omni-experience is one of the five dimensions of IDC's notion of digital transformation (DX), and is defined as creating experiences and engagement across multiple customer touch-points through the use of technology, which in turn builds enduring relationships and amplifies the impact of products and services. The five IDC DX maturity stages are: Ad hoc, Opportunistic, Repeatable, Managed, and Optimized. Organizations that have reached the top tiers of maturity are able to grow market share by sensing and responding to market needs early, or by becoming truly disruptive - leading market transitions by optimizing digital customer experience.
Key findings of IDC's MaturityScape Benchmark report on omni-experience DX in Canada include:
More Canadian organizations need to enhance their approach to customer experience by digitally enabling the processes that make a meaningful difference to their end customers, prospects, and partners. Many Canadian organizations are making bold moves now, but continuous and deliberate improvement is necessary to advance to a truly optimized DX state.
IDC provides the following guidance for companies to develop or advance their digital omni-experience strategy:
IDC believes that it will be an ongoing challenge for executives to restructure their omni-experience processes. However, the enormity of the opportunities and challenges absolutely requires that business leaders immediately install omni-experience DX value assessment into their business planning methodologies to be successful.
This IDC study enables organizations to compare their omni-experience digital transformation maturity against peers, pinpoint where peers are more advanced, and identify the benefits achieved as one moves to more advanced stages. Intended readers are CIOs, CMOs, customer experience leaders, digital executives, IT managers, and vendors of technologies and services that enable digital transformation.
For more information on this report, or to arrange a one on one interview with the authors, Tony Olvet, Leslie Hand or Patty
Bu, please contact Andrea Loziuk at
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