Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience

Using Behavioral Signals to Improve Customer Trust in the Future of Customer Experience

This IDC Perspective explores the topic of customer trust, which is an outcome of the use of technologies in the Future of Customer Experience framework that deliver real-time contextual awareness for consistent and frictionless engagement, supporting emotionally intelligent interactions through active learning. The analysis is based on IDC's Future Enterprise Resiliency and Spending (FERS) Survey, IDC's Future of Customer Experience (FoCX) Survey, and other IDC research. Technology buyers can use this research to benchmark their sentiment measurement and analysis tools adoption and learn about new developments in the market. Technology vendors can use this research to advise their customers on the value of accelerating the implementation of sentiment measurement and analysis tools to obtain significant business outcomes faster."Trust is a business outcome that results from a virtuous cycle of excellent and empathetic customer experiences with a brand," said David Wallace, research director, Customer Data and Analytics at IDC. "With this outcome, brands can foster and sustain a thriving customer relationship that in turn contributes to continued business growth through loyalty."

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