IDC White Paper

Customer Experience Transformation Imperative

CX is a strategic business imperative that requires serious thinking, planning and resourcing if it is to be sustainable and effective. CX requires the acquisition of external software and services (it is not something you can DIY) but also needs wider and deeper design thinking, agility and speed of response, continuous innovation, a clear sense of purpose, cultural change, and employee and stakeholder engagement.

This whitepaper summarises the key findings from the study and covers the following points:

  • The current state of play of the CX software and services market
  • The challenges in deploying new generation CX solutions
  • Be prepared to thrive in the new era of digital disruptors and competition
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