abstract
This IDC perspective emphasizes the importance of a positive customer experience (CX) that can differentiate a business from its competitors, especially in highly crowded markets. In an era defined by data, personalization, and data-driven decision-making, chief marketing officers (CMOs) need to understand the trends shaping CX and equip their businesses with the right strategies to win the hearts and minds of their customers. You need to be prepared. Existing and emerging technologies must be able to power CX initiatives and efforts to deliver a positive customer journey.
“Technology plays a huge role in developing and achieving positive CX, but finding the right partner to implement emerging technologies is essential. Understand your goals and translate them into actionable initiatives. By partnering with a capable CX SP, you can propel your business in the right direction,” said Stallone Hangewa, Digital CX Research Manager, IDC Asia/Pacific.
“Choosing the right partner for your CX transformation is paramount because they act as the architects of consumer satisfaction and loyalty. Strategic alliances help you navigate the ever-evolving landscape of customer expectations. Fortunately, business leaders have a choice and can improve conditions for vendors in a vibrant and competitive space. says James Sivalingam, senior program manager for digital CX at IDC Asia/Pacific.