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Sep 2017 - IDC Perspective - Doc # US43071917

Making Customer Experience Actionable

By: Alan WebberResearch Director, Digital Strategy & Customer Experience

Table of Contents

Executive Snapshot

Figure: Executive Snapshot: Making Customer Experience Actionable

Situation Overview

Think Like a Customer, Act Like a Company

The Current Definition of Customer Experience Is Unactionable for Companies

Viewing CX Through the Lens of the Customer

The Key from the Customer's Perspective Is Meeting Expectations

Expectations Toward the Company

Expectations Toward the Interaction

Impact of Time on Expectations

Company's Perspective on Customer Experience

Understanding Interactions and Processes

Figure: Breaking Down the Process

Experience Provided Is the Sum of Interactions

Figure: Experience Provided Is the Sum of Interactions

Applying the Company Definition of Customer Experience

Advice for the Technology Buyer

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Related Research



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