Abstract

This IDC study discusses digital transformation (DX) in the customer experience that companies provide and its influence on prioritizing use cases for investment as well as the strategic priorities and programs that are driving technology spending.

"Customers, whether B2B or B2C, are digitally transforming, and the best companies are employing digital technologies to both differentiate themselves from their competitors and stay on par with where their customers are," said Alan Webber, IDC research director for Customer Experience. "The digital transformation of the customer experience leading to a differentiated experience must start with an understanding of the alignment or mis-alignment between the company and the digital journey the customer is on."


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