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Jun 2016 - IDC MaturityScape Benchmark - Doc # US41478115

IDC MaturityScape Benchmark: Customer Experience in the United States, 2016

Table of Contents

IDC MaturityScape Benchmark Figure

Figure: Customer Experience Maturity Distribution Across Stages

IDC Opinion

In This Study

Situation Overview

Stages of IDC’s Customer Experience MaturityScape

Survey Findings: Maturity Distribution Across Stages

Dimensions of IDC’s Customer Experience MaturityScape

Survey Findings: Maturity Distribution Across Dimensions

Figure: Customer Experience Individual Dimensions Maturity Distribution Dashboard

Improving Customer Experience Maturity: Survivors and Thrivers

Survey Findings: Comparison of Survivors and Thrivers

Figure: Customer Experience Dimensions Dashboard: Comparison of Survivors and Thrivers

Essential Guidance

Table: Top Traits of Thrivers’ Customer Experience

People

Process

Technology

Vision

Offerings

Learn More

Related Research

Appendix

Figure: IDC’s Customer Experience MaturityScape Stage Overview

Methodology

Survey Respondent Segmentation

Synopsis

Referencing Documents

Related Links