IDC defines customer experience as a customer’s perception and emotional response to the sum of the interactions and engagement with an enterprise. An enterprise can use several elements to influence Customer Experience: Customer Experience Processes, Internal Processes that support Customer Experience Processes, Customer Success and Loyalty strategies, Deepening Customer Understanding through Customer Intelligence and Voice of Customer techniques, Product / Service Experiences, Organizational Culture and Structure.
Customer experience responsibility now stretches over several business functions, and not just marketing or sales. Learn more about the customer experience market and explore IDC’s European Customer Experience Management Strategies research and see why this area is such a critical component of the Future Enterprise.