target audience: TECH BUYER Publication date: May 2024 - Document type: Tech Buyer Presentation - Doc Document number: # US51663624
Future of Customer Experience Scorecard, 2023 — Cross Industry Analysis
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Abstract
This IDC Tech Buyer Presentation applies the scorecard model to industries included in IDC's global 2023 Future of Customer Experience (FoCX) Survey. The analysis allows organizations to gain an understanding of how various industries fare in terms of their ability to deliver empathetic customer experience outcomes.
IDC's global 2023 FoCX Survey explored how organizations globally are investing in and employing data, technology, customer-centric operating models, and the right leadership to achieve experience-led growth. Through a modeled scorecard, IDC found that leading organizations, not only leverage the latest technology innovations such as generative AI, edge analytics, and automation but also mobilize and integrate functions, employees, and processes across the enterprise and the CX ecosystem in an agile manner to deliver on whole journey experience outcomes that deliver value for the customer.