TECH BUYER Sep 2020 - IDC MarketScape - Doc # US45658220

IDC MarketScape: Worldwide Customer Experience Improvement Services 2020 Vendor Assessment


Douglas Hayward

This IDC study represents a vendor assessment of the customer experience (CX) improvement services market through the IDC MarketScape model. This assessment discusses both quantitative and qualitative characteristics that explain success in this market. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and to one another and highlights the factors expected to be the most influential for success in the market in both the short term and the long term.

"Customer engagement is one of the two top strategic business objectives for organizations worldwide, and its importance can only get greater as enterprises and public bodies adapt to the challenges of COVID-19 and the arrival of a yet-to-be-defined 'new normal' era," said Douglas Hayward, research director for Digital Strategy and Agency Services at IDC. "To drive great customer experience, and to keep making it greater, organizations need trusted advisors and implementers that can transform not just their technology and business processes and offerings, but often their work culture too.

"Clients today are looking for strategic partners that empathize strongly with them, that challenge them and push them forward, that drive agility and customer centricity across their organization, and that give them fast access to a broad and deep range of expertise," added Hayward. "The strongest vendors are the ones that will do all this while leading the client into the future with a strong and differentiated vision of CX."



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