TECH SUPPLIER Jul 2021 - IDC Survey Spotlight - Doc # US48045721

Future of Customers and Consumers: Customer Experience Improvement Initiatives Positively Impact an Organization's Bottom Line

By: Sudhir RajagopalResearch Director, Future of Customers and Consumers


This IDC Survey Spotlight provides insight into how enterprises globally benefit from customer experience improvement initiatives and, importantly, the financial benefit to the company's bottom line. This document contains data from IDC's Future Enterprise Resiliency and Spending (FERS) Wave 6 Survey, conducted in July 2021. The purpose of the FERS survey series (12 monthly surveys) is to explore a range of topics related to IT spending priorities, digital resiliency, and technology/organizational priorities in the next normal.

In the FERS Wave 6 Survey, IDC asked worldwide enterprises about their customer experience transformations and associated outcomes. The survey solicited replies from 791 respondents across the United States, Europe, and Asia/Pacific (excluding Japan), as well as across a range of industries.


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