target audience: TECH BUYER  Publication date: Sep 2023 - Document type: Tech Buyer Presentation - Doc  Document number: # US51201323

Future of Customer Experience: Applying Digital Trust to Deliver Authentic Content in the Customer Experience

By:  Marci Maddox Loading


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This IDC Tech Buyer Presentation explores the definition of digital trust and the capabilities and investments needed to build digital trust and apply it to authentic content for engaging customer experiences (CXs). Findings are based on primary research insights from IDC surveys.

In a world where more people are online than ever before, organizations must scale their content operations faster and more efficiently without impacting the personalized experiences customers have come to expect. These customized interactions are dependent on customer data, which in turn is influenced by an individual's trust with the brand. IDC's Future of Customer Experience and Digital Trust frameworks address the impacts that false information has on brand trust, which fuels the digital economy; if a buyer is hesitant to trust an organization's digital content, they will be hesitant in becoming a customer.

Organizations must consider the elements of digital trust regarding the security, privacy, accessibility, and transparency of authentic content and the interactions that significantly impact customer trust and business success.


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