TECH SUPPLIER Dec 2020 - IDC Survey Spotlight - Doc # EUR247072720
IDC Survey Spotlight: New Customer Experience KPIs Are Needed
By: Mark YatesResearch Manager, Digital Transformation and Customer Experience, Europe, Bo LykkegaardAssociate Vice President for the Software Tracker, Public Cloud Services Tracker, and European Enterprise Applications research
This IDC Survey Spotlight analyzes European organizations' attitudes toward existing customer experience key performance indicators (KPIs) and what new KPIs they are looking for. According to data from IDC's EMEA COVID-19 Impact Survey, Wave 13, conducted between October 20 and October 30, 2020, more than half of European organizations are looking to add new customer experience-related KPIs to their traditional metrics, focusing on customer satisfaction, retention, and digital interactions. This spotlight also gives an overview of KPI priorities by vertical.