TECH BUYER Jul 2022 - IDC Perspective - Doc # US49424922

Future of Customer Experience: Why Professional Services Are Critical to CX

By:

Douglas Hayward
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Abstract

This IDC Perspective discusses why professional services are critical to customer experience (CX). Customer experience–related professional services play an important role in helping organizations position their brand and design, create, market, and sell new products and services. By providing critical advice on consumer and business dynamics, CX services vendors also help organizations navigate a world of increasingly fast-paced social, political, and economic change.

"CX services vendors come in all shapes and sizes and finding the right one means looking beyond price and focusing instead on the vendor's capabilities, its people quality, and its strategy for your enterprise," says Douglas Hayward, research director, Worldwide Digital Strategy and Agency Services at IDC.

"Look for a vendor that has a broad mix of services and is willing to constructively challenge you — even to the point where you start to feel uncomfortable," Hayward added. "The business environment is evolving fast in response to dramatic real-world changes, and there's no room for complacency."


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