TECH SUPPLIER Jun 2020 - Market Perspective - Doc # EUR246514920

The Customer Experience Paradigm Shift and the COVID-19 Recovery

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


This study discusses how the COVID-19 crisis has shifted the overall approach toward customer experience from excitement and delight to cooperation and concern. It presents data, examples, and guidance on how IT suppliers should position their solutions as the recovery progresses.

"The COVID crisis has created a real 'in-this-together' ethos that is accelerating a major shift in the IT supplier-buyer relationship from being transactional to being truly collaborative, especially when it comes to customer experience. IT suppliers need to embrace this and create strategies and frameworks for being true strategic and collaborative partners to their clients." — Research Manager Mark Yates, IDC Europe



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