TECH BUYER May 2022 - IDC Perspective - Doc # US49069922

IDC Perspective: Creating Customer Trust with Sentiment Measurement — Achieving CX Success Using Data and Artificial Intelligence

By:

David Wallace
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Table of Contents

Executive Snapshot

Figure: Executive Snapshot: Creating Customer Trust with Sentiment Measurement — Achieving CX Success Using Data and Artificial Intelligence

Situation Overview

Figure: Future of Customer Experience Model

Customer Perspective

Data and Technology

Business Outcomes

Figure: Top Brand Challenges Understanding CX from the Customer's Perspective

Where Does Sentiment Measurement Fit in CX Programs?

Figure: Customer Experience Orchestration Services

Sentiment Measurement: More Than the Sum of Its Parts

Figure: Customer Sentiment Core Elements and Drivers

New Methods to Understand Customer Sentiment Data Using AI

Case Studies: Sentiment Measurement Success

Enabling a Firmwide Customer Experience Focus

Understanding Customer Intent Using AI

Improving CX for Retail Brands in the Digital Era

Global Sentiment Measurement in Hospitality

Advice for the Technology Buyer

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Related Research

Synopsis

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