target audience: TECH SUPPLIER Publication date: Feb 2023 - Document type: Market Perspective - Doc Document number: # US49389023
Firms Make Progress in Resolving Customer Data Silos, But the Lack of Enterprise Customer Centricity Remains Unaddressed
This IDC Market Perspective offers a perspective on customer experience challenges enterprises face with their CX improvement efforts. The analysis is based on data from IDC's Future of CX Survey that was recently fielded. IDC finds that many CX executives are trying to battle dual priorities of operational efficiency and CX improvement and that organization objectives to reorient digital initiatives toward cost savings is their biggest challenge in CX improvement. Major struggles for enterprises globally also center on the long-standing issues of customer-centric leadership concerns and purposefully activating customer experience across the organization. Enterprises are continuing to address these and other challenges with a focus on addressing customer data silos and resolving the issue of multiple CX tools and solutions by exploring PaaS architectures and are more laser focused than ever to tie CX KPIs to business outcomes.
"Despite a tight economic environment, enterprises are pressing on with CX improvement efforts but now face a new challenge as cost savings initiatives battle for priority with CX improvements," said Sudhir Rajagopal, research director, Future of Customer Experience at IDC. "With IT spend being approached more cautiously, CX vendors have a clear opportunity to differentiate if they can demonstrate how their products, solutions, and services offerings address business outcomes by tying customer outcomes and CX KPIs to business metrics."