target audience: TECH BUYER  Publication date: Mar 2020 - Document type: IDC PlanScape - Doc  Document number: # US46116520

IDC PlanScape: Customer-Centric Service Delivery

By:  Cora Carmody

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Content

List of Tables

List of Figures



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Table of Contents


  • IDC PlanScape Figure

    • Figure: IDC PlanScape: Executive Summary of Customer-Centric Service Delivery

  • Executive Summary

  • Why Is Customer-Centric Service Delivery Important?

  • What Is Customer-Centric Service Delivery?

    • Table: Overview of Customer-Centric Service Delivery Program

    • The Genesis of Customer-Centric Service Delivery

  • Who Are the Key Stakeholders?

    • Table: Key Stakeholders in Customer-Centric Service Delivery

  • How Can My Organization Take Advantage of Customer-Centric Service Delivery?

    • Step 1: Review Classic IT Strategies

    • Step 2: Investigate Contemporary Technologies That Support Customer Centricity

    • Human Augmentation

    • Predictive Analytics

    • Intent Management

    • Integration and Automation

    • Figure: Intelligent Process Automation: Key Elements

    • Deepen the Culture of Customer Centricity

  • Advice for Technology Leaders

  • Related Research