IDC MaturityScape: Future of Customers and Consumers 1.0

IDC MaturityScape: Future of Customers and Consumers 1.0

  • June 2021 •
  • 17 pages •
  • Report ID: 6096925 •
  • Format: PDF
This IDC study describes the IDC MaturityScape for the future of customers and consumers."In a digitally accelerated world, customer experience (CX) is outpacing the actual product or service as the key decision criteria when customers decide who they are going to purchase from. The future of customers and consumers (FoCC) requires organizations to be resilient, agile, and empathetic in their interactions and engagement with customers," said Alan Webber, program vice president for Customer Experience Management Strategies at IDC. "To differentiate themselves in a crowded market, brands must move beyond just saying they're customer centric to employing a customer experience management effort that reaches across strategies, business processes, technology, and culture to the point the brand is able to provide empathy at scale."
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