Customer Experience

Deliver business and customer outcomes
with Customer Experience

Read NetApp’s amazing story about how their ‘CX Office’ used innovative technologies to deliver new product and customer insights, greater customer intimacy, and superior operational excellence.

Just click the ‘Download Free Research’ button now!

Transforming CX into Customer Success and Loyalty

Customer Experience (CX) for many executives is an all-embracing concept that is difficult to define, execute and measure. To develop, CX must now evolve into tangible business value with clear operating boundaries, measurable cause and effect, and ROI.

New technologies are a key enabler of scalable customer success and loyalty management. In this webcast, you will learn:

  • How and why CX, customer success and loyalty are hot and connected
  • Real-time CX – is it real?
  • Technologies to personalise your communications and channels and emotionally engage your customers
  • The new frontier of customer journeys and workflows 2.0
  • Innovative ways of measuring your CX, customer success and loyalty performance

This is a must-watch webinar for tech and telco marketing and sales managers wishing to understand the latest CX, customer success and loyalty trends and technologies.

Watch Webcast

CX, Customer Success & Loyalty


  • Word-of-Mouth
  • Reduced acquisition costs
  • Improved response rates


  • Easier and faster deals
  • Account retention
  • Account expansion


  • Growth engine
  • Strong brand
  • Future confidence


Read our latest insight about customer experience, business opportunities, why it is essential and how to improve and measure it.

Read Blogs


"The impact of Customer Experience in Insurance, Healthcare, Finance and Retail"

Listen to the Podcast

Meet the Team

Gerry has 11 years’ experience as a senior analyst and consultant in customer-oriented enterprise applications and services....

Gerry Brown

Customer Experience Practice, Co-leader Research Director, European Software Group

Melissa Fremeijer-Holtz is a research manager in IDC's European Enterprise Infrastructure and Communications...

Melissa Fremeijer

Senior Research Analyst, European Telecommunications and Networking

Mark brings more than 20 years' experience to his role as a digital transformation analyst...

Mark Yates

Senior Consulting Manager, Europe

Gaia Gallotti is the Associate Research Director for IDC Energy Insights in Europe...

Gaia Gallotti

Associate Research Director, IDC Utilities Insights

Ornella Urso is senior research analyst for IDC Retail Insights in Europe. In her role she offers strategic...

Ornella Urso

Research Analyst, IDC Retail Insights

Nathan Budd is a consulting director, working across strategic, market intelligence and go-to-market solutions...

Nathan Budd

Consulting Director

Chris Barnard is vice president, European Infrastructure and Communications, at IDC. He joined the company...

Chris Barnard

Vice President, European Infrastructure and Communications

Byron Messaris

Consulting Manager, European Consulting

Ewa Zborowska joined IDC CEMA in January 2003. As a research director in the IT services group...

Ewa Zborowska

Research Director, IDC Poland

Andreas Storz is a research analyst in the European Channels and Alliances program where...

Andreas Storz

Research Analyst

Alan Webber is Program Vice President for Digital Strategy and Customer Experience...

Alan Webber

Program Vice President, Customer Experience

Ralf Helkenberg is a research manager with the European security research team, responsible...

Ralf Helkenberg

Research Manager, European Privacy and Data Security

Angela Vacca is a senior research manager in IDC's European Industry Solutions,...

Angela Vacca

Senior Research Manager, European Industry Solutions, Customer Insights & Analysis

Rosalind Craven joined IDC in August 2010 and is now a research manager in the EMEA...

Rosalind Craven

Research Manager, EMEA Mobility

Van Valdez brings 20 years' experience as a customer experience practitioner...

Van Valdez

Associate Research Director, CX, IDC Europe

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