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Abstract

This IDC Market Presentation provides an overview of the current state of customer experience (CX) in Europe, leveraging IDC European CX surveys, topic-focused surveys, IDC CX Software forecasts, and the deep knowledge of more than 20 analysts and consultants across Europe. This document explores how to achieve CX personalization at scale around the 3Cs of customer experience: consent, conversations, and customer journeys.

"Customer experience is now the top strategic business priority among European companies. Delivering empathy at scale presents opportunities to differentiate and change business results," said Andrea Sangalli, research director, IDC Retail Insights Europe and IDC European Customer Experience Practice co-lead. "Using customer data with consent, implementing an artificial intelligence (AI) foundation to serve the 'segment of one,' and creating a road map for the CX platform to drive customer journey personalization must be the top priorities for European organizations."


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