TECH SUPPLIER Sep 2019 - IDC Survey - Doc # US45544919
The Role of Trust in Customer Experience: Findings from the IT Buyer Experience Survey, 2019
By: Kathleen SchaubProgram Vice President, CMO Advisory & Customer Experience, Alan WebberProgram Vice President, Customer Experience, Jon DukeResearch Vice President, Retail Insights, Wayne KurtzmanResearch Director, Social and Collaboration, Warren LaneResearch Analyst, Gerry BrownResearch Director, European Software Group
This IDC Survey addresses tech buyer attitudes about trust factors and the impact of trust and customer experience on the buyers' willingness to purchase vendor products. It examines tech buyers' propensity to publicly speak out following a positive experience or a negative experience. This document is intended to help tech vendor executives better understand their buyers and therefore adapt their experience and marketing practices to improve customer experience and business results.
CMO Advisory Service , Customer Experience Management Strategies , European Customer Experience Management Strategies , IDC Retail Insights: Worldwide Retail Intelligent Product Merchandising and Marketing Strategies , Social, Communities, and Collaboration