TECH SUPPLIER Nov 2019 - IDC Survey Spotlight - Doc # EUR245677119

Where Is the Digital Customer Experience Action in Europe? An Industry Heatmap

By: Gerry BrownResearch Director, European Software Group, Mark YatesResearch Manager, Digital Transformation and Customer Experience, Europe

Abstract

This IDC Survey Spotlight uses data from IDC's European Digital Leader's Sentiment Survey 2019 to reveal customer excellence priority rankings among six European verticals (finance, government, manufacturing, oil and gas, retail, and utilities). It offers a priority heatmap for IT suppliers specializing in some element of customer experience (CX).

"Successful digital transformations nearly always have the goal of superior CX as their core business driver. Most financial services firms understand this goal, as do many retailers. Other industries need to follow their lead to re-establish customer trust and reduce customer frustrations. The CX benchmark for all industries and companies is now established by CX champions such as Amazon and Netflix." — CX Research Director Gerry Brown, IDC Europe


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