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Abstract

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."


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