TECH BUYER Jun 2020 - IDC Perspective - Doc # US46531520

The Future of Customers and Consumers: Creating Loyalty Through Empathy at Scale (eBook)

By: Alan WebberProgram Vice President, Customer Experience


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This IDC eBook provides an exclusive look at IDC's new future of customers and consumers (FoCC) research. It emphasizes loyalty as a key in a competitive market and shows why establishing empathy at scale through technology will create lasting, mutually beneficial partnerships between customers and businesses. Every customer experience matters and a personalized, differentiated journey is what keeps a customer loyal. Future brands will increasingly be competing for customers based on the experience they receive.



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