TECH BUYER Mar 2020 - Tech Buyer Presentation - Doc # US45839520

The State of Empathy-at-Scale Models: Trends and Challenges

By: Ornella UrsoResearch Analyst, Giulio RaffaeleSenior Research Analyst

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Abstract

This IDC Tech Buyer Presentation studies the key trends that will drive customer experience (CX) in retail, where it is still considered a top business priority and a key differentiator, over the next several years. It provides an overview on the state of empathy-at-scale models based on the three Cs: consent, conversations, and customer journey. It looks at future trends that will impact the retail industry and best practices that retailers from different segments have put in place to enhance customer and employee experiences.


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