TECH SUPPLIER Feb 2019 - Taxonomy - Doc # US44300419

IDC's Worldwide Digital Transformation Use Case Taxonomy, 2019: Customer Experience

By: Alan WebberProgram Vice President, Customer Experience, Gerry MurrayResearch Director, Marketing and Sales Technology, Mary WardleyProgram Vice President, Loyalty and Customer Care, Melissa Webster


This IDC study discusses digitally driven transformation in the customer experience that companies provide and how this digitally driven transformation is influencing the prioritizing of use cases for investment as well as the strategic priorities and programs that are driving technology spending.

"Customers 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 a brand leading to a differentiated experience must start with an understanding of the alignment or misalignment between the company and the digital journey the customer is on and how this can be addressed through technology aligned with business processes that support a customer-centric strategy."



Get More

When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.

Related Links

Do you have questions about this document
or available subscriptions?

Contact Us