TECH SUPPLIER Mar 2020 - Conference Proceeding: Tech Supplier - Doc # DR2020_T3_DH

Creating Empathy at Scale: Driving CX Culture Across the Organization

By: Douglas HaywardResearch Director, Worldwide Digital Strategy and Agency Services

Abstract

These event proceedings were presented at IDC Directions in March 2020.

Customer experience (CX) and providing an empathetic experience will be critical battlegrounds for enterprises in the 2020s. How should organizations proceed? New CX technologies such as martech suites, personalization, and AI/cognitive arm workers with tools that let them provide an empathetic experience. Accompanying these tools are new work practices, including design thinking, agile development, and DevOps that promote a more client-centric, proactive, and innovative culture mindset. The challenge is to build on the newfound ubiquity of these digital platforms to drive innovative, proactive, and entrepreneurial behaviors across the organization that result in a better experience for the customer. This is the cultural and organizational dimension of empathy at scale, one aspect of what IDC calls "innovation at scale." This session looks at how organizations must democratize their CX platforms and drive innovative and entrepreneurial behaviors across every part of the enterprise if they are to create radically better experiences across the customer journey.


Coverage

Subscriptions Covered

Directions 2020: Boston, MA , Directions 2020: Santa Clara, CA , Directions Presentations 2020


Regions Covered

United States


Topics Covered

Customer relationship management applications


Content


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