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; explore IDC’s European Customer Experience Management Strategies research and see why this area is such a critical component of the Future Enterprise.