Create a competitive advantage with CX

European CX software spend will increase massively from $34 billion in 2018 to $47 billion in 2022 as CX becomes the competitive differentiator for the future enterprise.

3 Cs of CX — Consent, Conversations, and Customer Journeys

Three key growth drivers will shape the future CX market — the "3 Cs" of Consent, Conversations, and Customer Journeys. The 3 Cs will be facilitated and orchestrated by the increasing use of AI in CX technology platforms. AI will manage the inherent complexity of individual customer situations and guide optimized "next best actions" that engage and delight customers and encourage customer purchasing, retention, and loyalty.

Asset 1

The impact of
Customer Experience

Meet the Team

Mark Yates

Customer Experience Practice, Co-leader Research Director, European Software Group

Sylvia Wunsche

Senior Research Analyst, European Telecommunications and Networking

Eva Tomankova

IDC Consulting

Andrea Minonne

Senior Research Analyst, Customer Insights & Analysis

Gaia Gallotti

Associate Research Director, IDC Utilities Insights

Ornella Urso

Research Analyst, IDC Retail Insights

Francisco Almeida

Senior Research Analyst, European Mobile Devices

Melissa Fremeijer

Senior Research Analyst, European Telecommunications and Networking

Maggie Slowik

Senior Research Analyst, IDC Manufacturing Insights

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