TECH SUPPLIER Mar 2021 - IDC Survey Spotlight - Doc # AP47430221

How Are India Companies Prioritizing Various Parameters in Order of Importance When Selecting a Customer Experience Vendor?

By: Shweta BaidyaSenior Research Manager

Abstract

The COVID-19 pandemic has shifted the focus back on customer experience (CX) management, and enterprises are focusing on multiple parameters before choosing a CX solution provider. Interestingly, the factors impacting decision making include features such as data security, artificial intelligence (AI) automation, and conforming to industry data standards, among others.

This IDC Survey Spotlight leverages data from IDC's 2020 Asia/Pacific Future of Consumer and Customers and Future of Trust Survey and highlights the changes in enterprise priorities amidst the pandemic and how solution providers need to move beyond traditional offerings and innovate to meet evolving enterprise needs.


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