TECH BUYER Dec 2021 - IDC Perspective - Doc # US47437221

Future of Customers and Consumers: Establish Active Learning for Intelligent and Emotional Customer Engagement

By:

Sudhir Rajagopal
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,
David Wallace
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,
Leslie Hand
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,
Marc DeCastro
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Abstract

This IDC Perspective describes how enterprises can develop and employ active learning capabilities to build emotional customer intelligence and strengthen empathetic relationships with their customers. This can be achieved by employing customer data and AI-based technologies in an ethical and secure manner, executed through a continuous cycle of listening/querying, synthesis and analysis, and engagement and evaluation.

"Winning and sustaining the future customer will require enterprises to scale empathetic customer relationships by developing emotional customer intelligence," said Sudhir Rajagopal, research director, Future of Customers and Consumers at IDC. "By establishing unified customer data as an enterprise service and through active learning technology capabilities, enterprises can deliver anticipatory whole journey experiences, so customers achieve their desired outcome in every journey."


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