TECH BUYER Dec 2019 - IDC PlanScape - Doc # US44624020

IDC PlanScape: Digital Transformation for Omni-Experience Customer Engagement

By: Aly PinderProgram Director, Service Innovation & Connected Products

Abstract

This IDC study highlights a digital transformation (DX) framework that aids manufacturers as they build or maintain an omni-experience customer engagement strategy and program. Omni-experience customer engagement use cases represent a subset of use cases IDC Manufacturing Insights identified as key to DX across multiple manufacturing segments (brand-oriented value chain [BOVC] and engineering-oriented value chain [EOVC]).

"The end consumer or customer experience is no longer an aspect of the business that can be ignored by manufacturers as it is so critical to profitable growth and sustained success in a competitive environment," states Aly Pinder, research director, Service Innovation and Connected Products, IDC Manufacturing Insights. "An engaged customer must be a priority for manufacturers in the experience economy, and value must be delivered throughout the customer life cycle, across channels consistently, and with the highest level of quality."


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