TECH SUPPLIER Jul 2019 - IDC Survey - Doc # EUR145371619

Customer Experience in Retail, Finance, and Telecom: The Race to Personalization at Scale

By: Andrea MinonneSenior Research Analyst, Customer Insights & Analysis

On-line Presentation


This IDC Survey analyzes investments in customer experience (CX) across three European customer-facing vertical markets in 2019: finance, retail, and telecom. More specifically, this IDC Survey focuses on how artificial intelligence (AI) is enhancing CX. It outlines how CX has become a top business priority for organizations in Europe as well as mentions the challenges to implementing CX-related projects. The study also analyzes how companies are using AI for customer attrition management, personalization of customer service, and marketing & advertising. It is becoming increasingly relevant in a digitized market to build CX strategies, as companies are moving away from segment-based approaches to personalization at scale.

The survey is based on the results of the IDC European Vertical Markets Survey, 2018–2019, which involved 2,759 companies with more than 10 employees in over 77% of the European economy (the U.K., Germany, France, Italy, Spain, the Netherlands, the Nordics, Russia, Poland, and Czech Republic). The vertical markets considered include finance (banking and insurance), manufacturing, healthcare, telecom/media, utilities/oil and gas, retail/wholesale, professional services, transport/accommodation, and government/education.

The survey also relies on the IDC's Worldwide Semiannual Customer Experience Spending Guide, which provides guidance on the expected technology opportunity around this market at a regional and worldwide level. Segmented by industry, use case, and technology component, this guide provides IT vendors with insights into this rapidly growing market and how the market will develop over the coming year.


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