The Future of Customer Experience Framework
In the Future of Customer Experience, the relationship between customers and businesses will be built on cognitive empathy – requiring business leaders to make strategic decisions that emphasize experiences, journeys, trust, and satisfaction. By using data and employing technologies that address requirements for contextual awareness, frictionless engagement, active learning, and sentiment measurement, organizations will be better able to customize – and personalize – experiences.
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Best in Future of Customer Experience
This award recognizes the organization that is able to rethink and effectively transform the way customer-related initiatives are done in the organization (e.g., customer engagement, customer experience, customer service). The Future of Customer Experience (FoCX) is characterized by the changing and shifting nature of the relationship between customers and brands through a lens or prism of technology. IDC has defined the FoCX as an empathetic relationship between customers and brands built on what the customer wants and how they want to be treated through the technology lens of awareness, engaging, learning, and, measuring.
WHAT IT TAKES
The winner of this category must demonstrate the delivery of empathy at scale through at least one of the following areas:
- Ability to attain predictable communications with customers. Communication is the foundation for every interaction and every engagement between a brand and a customer during all steps of the customer journey, and the key is that it is predictable for the customer and for the brand.
- Ability to deliver lifetime value. Delivering lifetime value requires an organization to ensure the product or service is directly tied to the experience the customer receives.
- Ability to leverage applied intelligence. Intelligence about the customer, the market, and the world that can then be used to customize and hyper-personalize the experience for the customer.
- Ability to engender mutual trust. The customer wants to be able to trust a company with their data.
RELATED ARTICLES
Want to learn more about the Future of Customer Experience? Check out these resources from IDC!
WHY YOU SHOULD JOIN
Over the last six years, IDC has received over 6,000 nominations – a glimpse of our digital-first world, where Future Enterprises are changing the face of digital transformation as we know it. Is your organization successfully navigating the digital-first world? Join IDC Future Enterprise Awards and find out.
Over the last six years, IDC has received over 6,000 nominations – a glimpse of our digital-first world, where Future Enterprises are changing the face of digital transformation as we know it. Is your organization successfully navigating the digital-first world? Join IDC Future Enterprise Awards and find out.
Be the First Best in Future of Customer Experience Awardee
Nominate your organization and be part of our prestigious circle of winners.
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