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IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative

Publisher IDC
Published Sep 07, 2022
Length 15 Pages
SKU # IDC17381061

Description

IDC PeerScape: Practices for Developing a Successful Customer Experience Initiative

This IDC PeerScape describes practices for developing a successful customer experience initiative."A successful customer experience program goes from first customer touch to customer loyalty to customer service," says David Weldon, adjunct research analyst with IDC's IT Executive Programs (IEP). "Customer engagement is fundamental to the entire situation; early on, it is less important, but further along the journey, when you have more customer information, its importance increases."

Please Note: Extended description available upon request.

Table of Contents

15 Pages
IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Truly Listen to What Customers Want and Put Tools in Place to Support Those Wishes
Challenge
Examples
M&T Bank
Papa Gino's/D'Angelo
OhioHealth
Guidance
Practice 2: Look for Opportunities to Deliver Truly Useful Information and Options in New or Unique Ways
Challenge
Examples
M&T Bank
Papa Gino's/D'Angelo
OhioHealth
Guidance
Practice 3: Ensure That LOB and IT Work Together to Design Program Elements That Match Organizational Goals
Challenge
Examples
M&T Bank
Papa Gino's/D'Angelo
OhioHealth
Guidance
Practice 4: Take Advantage of Tools That Enhance Customer Experience, Including AI, ML, AR, VR, and 3D Video
Challenge
Examples
M&T Bank
Papa Gino's/D'Angelo
OhioHealth
Guidance

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