target audience: TECH SUPPLIER  Publication date: Mar 2023 - Document type: Conference Proceeding: Tech Supplier - Doc  Document number: # DR2023_T3_SR

Using CX Insights to Fuel Profitable Growth

By:  Sudhir Rajagopal Loading


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These event proceedings were presented at the IDC Directions conferences in Boston and Santa Clara in March 2023.

The days of growth at any cost are behind us, and experiences are the tip of the spear for enterprises to profitably compete. Customers' expectations for continuous engagement, and experiences that are curated on their terms, imply that the value exchange between customers and brands will be defined by data. Enterprises can maximize business value through whole journey experiences, which will require tapping into customers' engagement with the brand, employees, and partners across the ecosystem. This requires firms to design experiences upward from the data layer, drive permissible experiences via an active and unified portfolio of customer intelligence, and reorient the enterprise to deliver against customer outcomes.


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