IDC PeerScape: Customer Adventure Practices for Unlocking Loyalty and Long-Term Value
This IDC PeerScape discusses the value that can be unlocked through customer adventures, looking at best-practice examples from enterprises across several industries."Customer journey management is entering the next phase. Organizations featured here all use deeper customer intimacy, hyper-relevant journeys, and emotional engagement to create customer adventures, delivering vivid and memorable experiences that delight customers," said Van Valdez, associate research director, European Customer Experience, IDC.
Please Note: Extended description available upon request.
- IDC PeerScape Figure
- Executive Summary
- Peer Insights
- Practice 1: Create Gamified Experiences to Increase Customers' Discovery of Your Wider Proposition
- Challenge
- Examples
- Marvel Entertainment
- Sephora
- Guidance
- Practice 2: Deliver Personalized Physical Experiences Enhanced by New Digital Innovations
- Challenge
- Examples
- Heathrow Airport
- O2 Germany
- Guidance
- Practice 3: Segment Customers by Engagement Level and Design Experiences to Promote Them Up the Engagement Ladder
- Challenge
- Example
- Silverstone
- Guidance
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