TECH BUYER Oct 2022 - IDC FutureScape - Doc # US48543222

IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions

By:

Sudhir Rajagopal
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,
Gerry Brown
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,
Lawrence Cheok
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,
Marc DeCastro
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,
Heather Hershey
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,
Daniel-Zoe Jimenez
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,
Wayne Kurtzman
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,
Marci Maddox
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,
Tom Mainelli
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,
Saki Ohta
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,
Aly Pinder
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,
David Wallace
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,
Mary Wardley
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,
Alan Webber
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Abstract

This IDC study explores 10 of the most urgent business and technology issues that customer experience executives across the C-suite must address to differentiate and prepare themselves to thrive in the next era of customer experience.

According to Sudhir Rajagopal, research director, Future of Customer Experience at IDC, "In a world of accelerated uncertainty, the next era of CX innovation will be led by those brands that improve value for the customer through empathy and delivering outcomes for customer success. Thrivers will share and apply intelligence at the speed of customer engagement, create new customer engagement models and metrics for a digital business, and tap into the power of decentralization/Web3 to create equitable value parity in customer and business outcomes alike."


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