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Jan 2017 - IDC MarketScape - Doc # US41917816

IDC MarketScape: Worldwide Digital Strategy and Agency Services for Digital Customer Experience Consulting 2016 Vendor Assessment

Author: Michael Versace Research Director, Digital Strategy Consulting
Abstract

This IDC study uses the IDC MarketScape model to provide an assessment of service providers participating in the digital strategy consulting and agency services market with specific offers and capabilities in digital customer experience (DCX). This IDC MarketScape is an evaluation based on a comprehensive framework and a set of parameters that assesses providers relative to one another and to those factors expected to be most conducive to success in this market over both the short term and the long term.

"The most successful DCX strategies today are being championed by enterprise-level digital executives, leading the mash-up of CMO, CIO, and product needs and demonstrating that departmental initiatives of the past can go only so far in producing meaningful and profitable experiences," says Michael Versace, research director for Digital Strategy and Agency Services at IDC. "IDC expects further growth and competition in the DCX services markets, as executives seek out the possibilities of DCX 2.0, enabled through sensing, AI, robotics automation software and agents, and self-provisioned experiences in virtually all industry sectors."

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