클라이언트: Salesforce.com EMEA Ltd
양식: 보고서
크기: 1.41MB
언어: 영어
날짜: 08.05.2025
IDC Automation AI Spotlight
The New Service Imperative: Empathetic Service at Scale
The past few years have witnessed a drastic shift in the way customers and brands engage with each other. Customers want to engage with companies in the manner that best suits them. In parallel, many enterprises went through an accelerated rate of digital transformation. However, much of this digital transformation focused on transaction-level
elements of the customer experience (CX) such as speed, ease, and efficiency. As a result, while many organizations moved forward with digital transformation, most did not digitally transform how they engage with customers. According to IDC's Future of Customer Experience Survey, only 25% of organizations that executed CX as part of digital transformation reported being extremely successful.
Many organizations are seeing lower rates of success because of the changing nature of customer journeys, the multitude of channels, and shifting customer needs and experience expectations. IDC sees this as the future of customer experience — where the customer relationship with brands in the future will be built on cognitive empathy and scaled through the lens of data and technology. Customers expect contextual and intelligent conversations, want to engage via seamless journeys regardless of channels, and expect these interactions to deliver the desired outcome(s).
The past few years have witnessed a drastic shift in the way customers and brands engage with each other. Customers want to engage with companies in the manner that best suits them. In parallel, many enterprises went through an accelerated rate of digital transformation. However, much of this digital transformation focused on transaction-level
elements of the customer experience (CX) such as speed, ease, and efficiency. As a result, while many organizations moved forward with digital transformation, most did not digitally transform how they engage with customers. According to IDC's Future of Customer Experience Survey, only 25% of organizations that executed CX as part of digital transformation reported being extremely successful.
Many organizations are seeing lower rates of success because of the changing nature of customer journeys, the multitude of channels, and shifting customer needs and experience expectations. IDC sees this as the future of customer experience — where the customer relationship with brands in the future will be built on cognitive empathy and scaled through the lens of data and technology. Customers expect contextual and intelligent conversations, want to engage via seamless journeys regardless of channels, and expect these interactions to deliver the desired outcome(s).
