COVID-19 demonstrated a real need for almost every business to re-evaluate their technology and processes to enable continuing business operations during turbulent times. But as companies strive to retain or reclaim customers post-COVID, customer experience has emerged as the clear differentiator.
Everyone has shifted to a digital business environment, and product diversity and costs are no longer enough to close a deal in this hyper competitive environment. Organizations that prioritize the experience and emotional response a customer has in their interactions have the advantage in winning and retaining the business.
The technology market for creating and facilitating positive customer interactions is rapidly growing and encompasses several components. IDC defines customer experience as a customer’s perception and emotional response to the sum of the interactions and engagement with an enterprise. An enterprise can use several elements to influence Customer Experience:
- Customer Experience Processes
- Internal Processes that support Customer Experience Processes
- Product / Service Experiences
- Organizational Culture and Structure
- Messaging
Customer experience responsibility now stretches over several business functions, and not just marketing or sales. Examine just a cross-section of the technology vendors facilitating better enterprise customer experience:
Learn more about the customer experience market and view the full Market Glance here:
Explore IDC’s Future of Customers and Consumers research and see why this area is such a critical component of the Future Enterprise:
