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.
To find out more information about the Future of Customers and Consumers, download our free eBook.
Best in Future of Customer Experience
This award recognizes an 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 Connectedness? Check out these resources from IDC!
Homepage
Digital transformation (DX) is evolving to digital-first. Future-forward organizations are already ushering in a digital-first state for 2022—and beyond.How are you leading this shift in your organization? Are you setting the pace for your market or falling...
Quick Download Button
Events
REINFORCE YOUR ROLE IN ORGANIZATIONS' DIGITALIZATION JOURNEY: Showcase how your solutions and services can help our delegates achieve their DX goals and establish what role you intend to play in your customers' Future enterprise - on of the recurring themes in the IDC...
News and Media
NEWS ABOUT US What’s new and everything you need to know to get you up to speed on IDC’sDigital Transformation Awards over the years.Learning Resources Looking to jumpstart digital transformation initiatives in your organization, or keen to progress further in your...
Special Award for Sustainability
Special Award for SustainabilityThe Special Award for Sustainability recognizes the organization that demonstrates the commitment to embed sustainability within the business. This organization aims to address sustainability in a holistic manner, where the goal is for...
Special Award For Digital Resiliency
Special Award for Digital ResiliencyThis award recognizes organizations which have demonstrated digital resiliency. IDC has defined Digital Resiliency as the ability for an organization to rapidly adapt to business disruptions by leveraging its digital capabilities to...
WHY YOU SHOULD JOIN
Over the last five years, IDC has received over 5,000 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 four years, IDC has received almost 3,400 nominations – a testament to how the region’s digital agenda is growing, and how the face of DX as we know it is likewise evolving. So why should you join the IDC Future Enterprise Awards?
Be the Next Best in Future of Customer Experience Awardee
Nominate your organization and be part of our prestigious circle of winners.
Interested to know more about the nomination process? Check out our FAQs page.