TECH SUPPLIER Aug 2020 - IDC Survey Spotlight - Doc # US46780620

Can Customer Experience Technologies Help Firms with Digital Transformation and Business Resiliency During COVID-19?

By: David WallaceResearch Director, Customer Intelligence and Analytics


This IDC Survey Spotlight depicts the value of customer engagement and customer experience (CX) technologies during the COVID-19 pandemic across seven industry sectors in two dimensions: helping firms operate an effective digital enterprise and helping firms create business resiliency by adapting and responding to business disruptions. The CX technologies include customer intelligence and analytics along with advertising technologies, social media, marketing and digital marketing technologies, sales enablement platforms, customer service and support platforms, contact centers, AR/VR, mobile applications, and loyalty programs. Business and technology executives can use this IDC Survey Spotlight to benchmark the value of CX technologies in their industry and other industries of interest.

IDC's COVID-19 Impact on IT Spending Survey was conducted in July 2020 and surveyed 664 firms in North America, EMEA, and Asia/Pacific. The survey is part of a multiple-wave series designed to capture the business and IT impacts of the pandemic on firms of various sizes, industries, and geographic locations.


Subscriptions Covered

Customer Intelligence and Analytics

Regions Covered


Topics Covered

Customer experience, Digital transformation

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