IDC Perspective: Redefining User Experience: Evolving Requirements and the Role of Data in Driving Real-Time Hyper-Personalized Engagement
This IDC Perspective presents a progressive view for enterprises to reorganize their CX strategy and align it according to the needs in the post pandemic era. Hyper-personalization is the need of the hour in a digital-first world in which customers and consumers are always online and need everything at the very moment. This document discusses the imperative for moving from personalization to hyper-personalization practices to offer customer engaging experiences and technologies or practices that enterprises can utilize to deliver zero friction customer engagements in real time.
Please Note: Extended description available upon request.
- Executive Snapshot
- Situation Overview
- Defining Customer Experience
- CX in the Pandemic Era
- The Need for Hyper-Personalization in the Post-Pandemic Era
- Challenges in Data Management
- Advice for the Technology Buyer
- Breaking Data Silos
- Invest in Technologies
- Have a CX Lead and CX Dashboard
- Maintain the Right Balance of Personalization and Privacy
- Learn More
- Related Research
- Synopsis
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