target audience: TECH SUPPLIER  Publication date: Oct 2022 - Document type: Market Presentation - Doc  Document number: # EUR149439922

The State of Digital Use Cases for Customer Experience in EMEA: Part 1 of 5 — The Customer Experience Digital Lane


  • Nino Giguashvili Loading
  • Erica Spinoni Loading
  • Van Valdez


  • 24 slides

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This IDC Market Presentations provides insights into the top 10 EMEA customer experience (CX) use cases from the IDC Worldwide Digital Transformation Spending Guide — April 2022 (V1 2022). For each use case, this report guides vendors in moving technical conversations with traditional IT contacts to use-case-based conversations with customer experience executives and line-of-business (LOB) audiences, serving as a reference for sales pitches. The report:

  • Highlights CX personas involved in steering, financing, and influencing use cases and how they should collaborate to ensure the successful implementation of the use case
  • Understands CX-specific and overarching technology as well as architecture requirements
  • Provides detailed examples of end users working and implementing each CX-related use case

"Investments in customer experience are still important for EMEA organizations, based on the April release of the IDC Worldwide Digital Transformation Spending Guide," said Erica Spinoni, European Digital Business Practice. "In 2022, 18% of digital business spend in EMEA will be allocated to use cases in the customer experience lane."


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