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TECH SUPPLIER Mar 2019 - Market Perspective - Doc # US44942719

The Growing Intelligence Component of Customer Experience Management

By: Alan WebberProgram Vice President, Customer Experience


This IDC Market Perspective looks at the developing space of customer intelligence by placing it within the overall context of customer experience management (CXM). The rise in the availability of both direct and third-party customer data along with the continued development of the analysis tools and techniques to drive value from that data has resulted in the fast-growing space of customer intelligence.

"Driving value from customer data using analytics and intelligence tools is the next big wave in customer experience and customer experience management," said Alan Webber, program vice president, Customer Experience. "The ability to deliver a deeper understanding using data from across the enterprise and from third parties about customers will improve the efficiency and effectiveness in engaging with the customer across the different touch points of the customer journey."



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