Aug 2016 - Industry Developments and Models - Doc # US41688816
The Customer Experience OS: The Central Nervous System of the Customer-Centric Enterprise
This IDC study explains the architecture of new customer experience orchestration services (CX-OS) needed to coordinate all customer-related functions in large enterprises.
"Customer experience orchestration services will be essential to the success of customer-centric digital transformation initiatives," according to Gerry Murray, research analyst with IDC's CMO Advisory and Customer Experience: Sales and Marketing Technology services. "Companies that create low-latency connectivity between customer interactions across the enterprise will be far more effective at providing a seamless customer experience. It will be obvious which brands have CX-OS and which do not — in a world of lowering switching costs, that will either be a big advantage or a glaring weakness."