TECH SUPPLIER Feb 2020 - Market Presentation - Doc # EUR245972920

The State of Things: European Customer Experience Overview

By: Mark YatesResearch Manager, Digital Transformation and Customer Experience, Europe

On-line Presentation


This IDC Market Presentation provides a top-level view of enterprise customer experience in Europe and how enterprises might approach the market. After a quick review of how IT spending is shifting, it offers context around customer experience (CX), with survey results on how customer experience compares to other digital priorities, the challenges enterprises face, and the implications for marketing. It then showcases two key frameworks for understanding CX in Europe and how IT suppliers can position their products and services in a CX context.


  • 29 slides

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