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Jan 2017 - IDC Perspective - Doc # US42215216

Customer Experience Orchestration Services: The Central Nervous System of the Customer-Centric Enterprise

By: Gerry MurrayResearch Director, Marketing and Sales Technology, Maureen FlemingProgram Vice President, Integration and Process Automation

Abstract

This IDC Perspective explains the architecture of a new customer experience orchestration services (CX-OS) needed to the success of customer-centric digital transformation initiatives.

"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 are able to provide 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 be a big advantage or a glaring weakness."


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