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Sep 2017 - IDC Perspective - Doc # US43071917

Making Customer Experience Actionable

Author: Alan Webber
Research Director, Digital Strategy & Customer Experience

Abstract

This IDC Perspective discusses how companies can make customer experience actionable.

"Customer experience has become a key differentiator for companies," said Alan Webber, research director at IDC for Customer Experience. "In a hypercompetitive era where low prices and product diversity is often not enough to survive the competitiveness for the attention and business of a customer, the experience and emotional response a customer has in interacting with a company often makes the difference in winning business. But too many enterprises focus on things they can't control instead of the ones they can — specific business processes to support the customer experience."

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