TECH SUPPLIER Mar 2021 - IDC Survey Spotlight - Doc # AP47381621

How Do Customer Experience Leaders and Followers Perceive Changes in Customer Behavior as a Result of the COVID-19 Pandemic?

By: Lawrence CheokSenior Research Manager, Daniel-Zoe JimenezAssociate Vice President, Digital Transformation (DX), Future Enterprise, and SMB

Abstract

This IDC Survey Spotlight provides insights into how organizations perceive changes in customer behavior as a result of the COVID-19 pandemic. It further looks at the differences between customer experience (CX) leaders and followers. Depending on the state of CX technology deployed within the organization and the data capabilities developed, leaders and followers face differences in the opportunities and challenges that are opened to them. Technology vendors must identify these differences to properly articulate, demonstrate, and address buyers' technology needs. The document contains data from IDC's 2020 Asia/Pacific (excluding Japan) Future of Customers and Consumers Pulse Survey conducted in December 2020.


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