07 Oct 2020

New IDC Report Reveals Organizations Who Are Already Progressing Towards Digital-First Customer Experience Efforts in the Next Normal

SINGAPORE, October 08th, 2020 – IDC’s recent report titled, Empathy During the COVID-19 Pandemic: Becoming an Empathetic Enterprise in the Next Normal details how the most digitally mature organizations adapted quicker to challenges brought by the COVID-19 pandemic. The crisis has accelerated the shift of customer experience (CX) from physical to digital-first, exacerbating existing CX challenges and growing the digital divide between leading organizations in CX and others. To thrive in the Next Normal, organizations should accelerate their digital transformation efforts (DX) and become truly customer centric.

"During the crisis' peak, organizations displaying customer empathy have adapted quickly. In the next normal, the most empathetic ones will stand to thrive. Therefore, organizations must remain deeply connected, understand their situations, and continue to act in ways that build trust," says Lawrence Cheok, Senior Research Manager, Digital Commerce, Marketing and Digital Transformation at IDC Asia/Pacific.

Amid the pandemic, leading organizations have leveraged technology to stay connected, continue engagements, and adapt experiences to their customers' needs. More importantly, these organizations' responses have changed customer expectations for the next normal. Customers have demonstrated that empathy is what they need and are looking for from organizations – empathy is not an option but a requirement.

Figure 1: Examples of Organizations Already Pivoting to Empathy at Scale

Other highlights from the report on what CX impacts IDC expects in the next normal:

  • Digital engagement, ecommerce, and e-communities will become mainstream.
  • The physical world will be repurposed to augment digital-first journeys.
  • Sustained CX initiatives will be grounded in customer empathy.
  • Listening to customer sentiments will shape enterprises' recovery curve.

IDC’s Asia/Pacific: Future of Customers and Consumers service looks at how technology is playing a key role in customer experience and the digital transformation of that experience. Organizations should leverage technologies such as AI, connected devices, ubiquitous services, and an underlying foundation of trust to understand customers’ needs and address them dynamically. This service analyzes the necessary changes required across business and IT functions providing actionable recommendations on how to thrive in the next normal. To learn more, contact Daniel-Zoe Jimenez at dzjimenez@idc.com or click HERE.

This IDC perspective highlights what organizations must focus on to become empathetic organizations – using technology to provide empathy at scale in areas of customer conversation, customer journey, customer experience, and customer satisfaction. For more information on this report, please contact Lawrence Cheok at lcheok@idc.com.

For media inquiries, please contact Theresa Rago at trago@idc.com or Alvin Afuang at aafuang@idc.com.

*Note: Asia/Pacific excluding Japan


About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading tech media, data and marketing services company. To learn more about IDC, please visit www.idc.com. Follow IDC on Twitter at @IDC and LinkedIn. Subscribe to the IDC Blog for industry news and insights: http://bit.ly/IDCBlog_Subscribe.