Thu Oct 29 CET (about 1 year ago)
In your timezone (EST): Thu Oct 29 4:00am - Thu Oct 29 11:00am
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IDC research shows that Customer experience (CX) is now the top strategic business priority among European companies.
82% of European business executives consider CX an “essential” business agenda priority across their entire organizations. IDC believes that by 2022, customer experience will be a $100+ billion market in Europe, making it one of the largest areas of investment. However, organizations still need to evolve their customer experience strategies, from personalization to delivering empathy where the focus is on constantly learning from customers. Moving from the lowest level of indifferent to impersonal to targeted to personalized to empathetic, through a progression that requires increasingly contextual information and more advanced technologies to transform data into actionable insights.
At IDC’s Customer Experience 2020 Roadshow we will discuss three key themes that will define the winner and the looser of the customer experience market over the next 5 years. Customer consent, Customer conversation, and Customer journey. Those that embrace these three customer experience and personalization at scale, which is the ultimate goal of every marketing and sales professional.
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Research Director, Research Director, Big Data Analytics, European Region, IDC UK