Customer experience technology spending to exceed $600bn by 2022

Blog

Become a Member SIGN UP!
  • Customer experience technology spending to exceed $600bn by 2022 — IDC

    Spending on customer experience technology will reach $641bn in 2022, according to new research by IDC.

    As companies focus on meeting the expectations of customers and providing a differentiated customer experience, IDC predicts that CX technology spending will achieve a compound annual growth rate of 8.2% over the 2018-2022 forecast period; reaching $641bn in 2022.

    IDC defines CX as a functional activity encompassing business processes, strategies, technologies and services that companies use, irrespective of industry, to provide a better experience for their customer and to differentiate themselves from their competitors.

    To continue reading click here.

    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

    Continue reading

    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

    Continue reading

    Price Based Country test mode enabled for testing Colombia. You should do tests on private browsing mode. Browse in private with Firefox, Chrome and Safari