TECH SUPPLIER Jul 2021 - IDC Survey Spotlight - Doc # US48098821

Future of Customers and Consumers: Enterprises Globally Are Prioritizing Technology and Customer Data in How They Deliver Customer Experience


Sudhir Rajagopal

This IDC Survey Spotlight provides insight into how significant a role does technology and knowledge of customer data play in how enterprises provide customer experience. 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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