How Does Organizational CX Strategy Impact Success in CX Transformation?
This IDC Perspective analyzes how organizations' strategy for customer experience and the execution approach present themselves as determinants of success in meeting customer experience goals for enterprises. This analysis is based on IDC's September 2021 Future of Customers and Consumers Survey."While technology is a foundation for a digital-first future customer enterprise, it is not exclusive," said Sudhir Rajagopal, research director, Future of Customer Experience agenda program at IDC. "Companies that have a high-level enterprise CX strategy and that execute CX initiatives at a corporate level with specialized CX project teams are more likely to meet their CX goals as compared with those organizations that have a departmental focus for CX."
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- Executive Snapshot
- Situation Overview
- Meeting CX Goals Remains Challenging for Most Organizations
- Departmental Focus for CX Initiatives Leads to Suboptimal Customer and Organization Outcomes
- Impact on Achieving CX Goals Based on Organizational Approach to Executing CX
- Emergence of Centralized CX Teams
- Without a Deliberate CX Strategy, Digital Transformation Alone Falls Short of Excellence
- Customer Service and Customer Insights Teams Offer Siloed Experience Transformation
- Advice for the Technology Buyer
- Learn More
- Related Research
- Synopsis
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