Table of Contents

Executive Snapshot

Figure: Executive Snapshot: The Future of Customers and Consumers

Situation Overview

Companies Are Competing Based Upon Experience

Figure: Top Business Functions Being Transformed

Technology Plays a Key Role in Customer Experience

Defining the Future of Customers and Consumers

The Future Starts with the Customer

Figure: Engaging the Customer

Experiences Are Created Through Data and the Prism of Technology

Figure: The Prism of Data and Technology

Business Outcomes Are in Equilibrium with the Customer Desires

Figure: Customer Experience Drives Business Outcomes

Goals and Challenges for Enterprises That Want to Create Empathy@Scale

Empathy@Scale Goals

Figure: Empathetic Enterprise Goals

Challenges to Empathy@Scale

Figure: Challenges to Being an Empathetic Enterprise

How Companies Are Investing to Meet These Goals and Challenges

Adoption Waves of FoCC Technologies

Figure: The Three Adoption Waves of FoCC Technologies

What It Means

Advice for the Technology Buyer

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Related Research



Related Links