Customer Experience (CX) for many executives is an all-embracing concept that is difficult to define, execute and measure. To develop, CX must now evolve into tangible business value with clear operating boundaries, measurable cause and effect, and ROI.
Customer Success Management brings CX measurability and accountability to the forefront of customer account management by focusing on delivering desired customer outcomes. The highest growth cloud software vendors are the pioneers of Customer Success Management and have seen their customer retention, revenue and market valuations grow exponentially as a result.
Customer Success Management is seeing wholesale adoption across the technology industry and other industries 'servitizing' their business models. New more relevant operating models require a move from physical to digital, from one-off payments to ongoing subscription service business models, as the leading software vendors have done.
New technologies are a key enabler and driver of scalable customer success management. In this digital forum we discuss new technologies that can be applied to CX, customer success and customer loyalty management that deliver resilient and sustainable revenue growth.
The IDC CX and Customer Success will address the following topics:
Leverage existing CX technology investments to deliver customer success
Reduce internal and external friction by adding omni-channel messaging, communications and collaboration
Personalise communications and trigger contextually relevant content
Build new end-to-end service workflows and escalations to support the customer success organization
Enable seamless micro and macro customer journey management
Build customer loyalty programs into your CX and customer success operations
Create new CX measurements, metrics and analytics to drive customer success
April 29, 2021
9:00 - 12:00 CET
The IDC European Digital Industry Forums will be run on an all-in-one live online events platform where attendees can learn, interact, and connect with people from anywhere in the world.
We will welcome you at our Digital Reception area where we will showcase the event schedule and our partners. We will guide you for a great time & a lot of exiting digital touch points.
You will get inspired by the professional stories shared by industry pioneers and IDC analysts. Our keynotes experts will answer questions, propose provoking online polls, take part in the chat and comment on what is happening. Everything is done live.
Learn about proven best practices through real-life case studies in moderated digital breakout sessions. This intimate experience is an opportunity to gain a clearer understanding of current organizations challenges.
Meet with peers to discuss common challenges and share concrete experiences thanks to our Networking feature using your webcam for up to 3 minutes.
Visit interactive booths leveraging digital content allowing you to explore key trends or discover more about innovative products.
Get a head start on the market with insights from our leading analysts
Get inspired by visionary speakers with locally based cases
Maximize your time with insights and solutions to grow your business thanks to 1-2-1 match-made agreements with leading suppliers
Be surprised by unique network opportunities with other IT leaders
57 Years | 1100 Analysts | 110 Countries
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit www.idc.com.