Jun 2018 - Taxonomy - Doc # US43978418
IDC's Worldwide Digital Transformation Use Case Taxonomy, 2018: Customer Experience
By: Alan WebberResearch Director, Digital Strategy & Customer Experience, Gerry BrownResearch Director, European Software Group, Greg GirardProgram Director, Worldwide Omni-Channel Retail Analytics Strategies, Leslie HandVice President, IDC Retail Insights, Jordan JewellSenior Research Analyst, Digital Commerce and Enterprise Applications, Wayne KurtzmanResearch Director, Gerry MurrayResearch Director, Marketing and Sales Technology, Silvia PiaiSenior Research Manager, EMEA, Kathleen SchaubProgram Vice President, CMO Advisory & Customer Experience, Mary WardleyProgram Vice President, Loyalty and Customer Care, Melissa WebsterProgram Vice President, Content and Digital Media Technologies
This IDC study discusses digital transformation (DX) in the customer experience that companies provide and its influence on prioritizing use cases for investment as well as the strategic priorities and programs that are driving technology spending.
"Customers, whether B2B or B2C, are digitally transforming, and the best companies are employing digital technologies to both differentiate themselves from their competitors and stay on par with where their customers are," said Alan Webber, IDC research director for Customer Experience. "The digital transformation of the customer experience leading to a differentiated experience must start with an understanding of the alignment or mis-alignment between the company and the digital journey the customer is on."
CMO Advisory Service , Customer Care and CRM , Customer Experience , Customer Experience: Sales and Marketing Technology , Digital Commerce , Digital Experience Management Software , European Collaboration and Customer Experience , Executive Information , IDC Health Insights: European Life Science and Pharma , IDC Health Insights: European Value-Based Healthcare Digital Transformation Strategies , IDC Retail Insights: Worldwide Retail Experiential Operations Strategies , IDC Retail Insights: Worldwide Retail Intelligent Product Merchandising and Marketing Strategies , Social, Communities, and Collaboration , Worldwide Digital Transformation Strategies
Analytic applications, Cognitive/artificial intelligence, Content management, Customer relationship management applications, Digital transformation, Sales operations, Storage management software, eCommerce