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.
- 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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