Delivering Innovative Customer Experience Requires Enterprisewide Agile Operations

Delivering Innovative Customer Experience Requires Enterprisewide Agile Operations2

Read this report to learn how IDC global analysts predict trends in improving the customer experience using artificial intelligence (AI) models, real-time data, and agile practices to personalize every touch point. IDC predicts that by 2024, 60% of investment in operational efficiency will shift to investment in operational responsiveness to the market for services and customization. Adopting agile practices enterprise wide is a critical step for companies that wish to compete against the likes of Amazon, Alibaba, and Apple.Also in this report, you will discover:

  • 3% of business executives said that customer experience will have a greater influence over their technology buying decisions.
  • 51% of C-level executives named “not being able to provide equivalent experiences across all channels” as a top challenge.
  • 20% of revenue growth will come from “white space offerings” that combine services from previously unlinked industries.

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