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Jun 2016 - IDC MaturityScape Benchmark - Doc # US41478115

IDC MaturityScape Benchmark: Customer Experience in the United States, 2016

Author: Mary Wardley Program Vice President, Loyalty and Customer Care
Abstract

This IDC study presents the results of IDC’s 2016 Customer Experience MaturityScape Benchmark Survey and should be viewed as a supplement to IDC MaturityScape: Customer Experience (IDC #253315, December 2014). Together, the two studies provide a comprehensive overview of IDC’s customer experience maturity model. Moreover:

  • This study presents the results from quantitative research that will enable organizations to assess their customer experience maturity level against industry benchmarks.
  • In IDC MaturityScape: Customer Experience (IDC #253315, December 2014), we identified the stages, dimensions, outcomes, and actions required for companies to effectively develop a customer experience strategy and competencies in a holistic, organizational customer experience workflow.

This study enables organizations to answer the following questions:

  • What are the components of a customer experience strategy?
  • Where are we on a maturity scale for customer experience competencies in terms of what the business needs? Where are our peers?
  • What’s the path to improve and achieve the level of maturity that the business needs on its way to establishing a customer experience strategy?

“A compelling customer experience provides the basis for organizations to differentiate in the market and to build long-term relationships with customers,” says Mary Wardley, vice president, CRM Applications and Customer Experience. “However, a CX strategy must go deeper than front-office cordialities. It must be supported through back to front office and ecosystem consistency. IDC has found that leaders in CX have begun the journey by instantiating the principles of CX first through people and technology.”

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