Enterprises Struggle to Gather and Translate Data to Gauge Experience Perception, Miss the Mark on Extracting Value

December 2021 •
9 pages •
Report ID: 6192384 •
Format: PDF

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This IDC Market Perspective discusses enterprises' efforts to understand customer perception of experience through challenges faced, data gathered, and the value of that data collected and analyzed for this purpose. This document is based on IDC's 2021 Future of Customers and Consumers Survey."Organizations still face challenges in the fundamental aspect of gathering relevant data about their customer's perception of experience," said Sudhir Rajagopal, research director for IDC's Future of Customers and Consumers program. "With these challenges varying by customer journey, organizations would be well served to consider the journey lens in measuring experience perception and also not overlook tapping into the rich insights available in unstructured customer data."

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