CX Will be the Competitive Differentiator for the Future Enterprise

Both technology vendors and their end customers are now investing heavily in customer experience (CX) technologies. 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.

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IDC Customer Experience Forum 2019

Meet the Team

  • Ivano Ortis
  • Practice Lead Vice President, IDC Financial Insights, IDC Manufacturing Insights, IDC Retail Insights
  • Gerry Brown
  • Customer Experience Practice Co-leader Research Director, European Software Group
  • Andrea Sangalli
  • Customer Experience Practice Co-leader Research Director, IDC Retail Insights

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