IDC PeerScape: Lessons Learned in Measuring Customer Experience

IDC PeerScape Figure

• Figure: IDC PeerScape: Customer Experience — Practices to Deliver Superior Customer-Centric Digital Products and Services

Executive Summary

Peer Insights

• Practice 1: Shift to a Customer-Centric Culture Where the Customer Experience and Journey Are Paramount

• Challenge

• Examples

• Zappos

• Large, Complex Financial Services Company

• Guidance

• Practice 2: Segment the Customers and Define the Desired Customer Experiences

• Challenge

• Examples

• Zappos

• Large, Complex Financial Services Company

• Guidance

• Practice 3: Deliver Digital Products and Services that Measure and Optimize Customer Experiences

• Challenge

• Examples

• Zappos

• Deutsche Telekom

• Guidance