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Abstract

This IDC Perspective looks at the role that the engagement and experience services layer will play in the digital transformation of the enterprise over the next three to five years.

"Whether providing a product or a service or both, the primary purpose of a company is to engage and interact with a customer," said Alan Webber, research director, Customer Engagement and Experience, IDC. "As customers, suppliers, and partners become more digitally enabled, the successful implementation of engagement and experience services that tie back into a digital transformed core set of services and data as part of a transition to a digitally transformed enterprise may well determine the viability of that enterprise in the future."


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