the race to personalised customer experiencebanking retail discrete manufacturing how to win the...
TRANSCRIPT
Three Tips to Prep for the CX Race
Data is the opportunity
Solutions that enable companies to integrate data generated from
di�erent channels will allow businesses to be one step ahead
of the competition. Provide integrated solutions that allow for
actionable insights and be the enabler of new business models
such as data sharing between businesses in the same ecosystem.
Unlock the voiceof customers
Provide new and updated applications that enable an understanding of
customer preferences and listen to their voice, allowing organisations to
create a profitable business that listens to their customer base.
Personalisation a “hot topic”
With customers becoming more demanding and many competitive
companies providing disruptive services, personalisation is key to
"thinking di�erently". Provide solutions that allow for
hyper-personalisation at scale.
Andrea Minonne Senior Research Analyst, Customer Insights & Analysis
For further information, contact:
Resources:- Worldwide Semiannual Customer Experience Spending Guide, 1H18 (June 2019)
IDC EMEA
@IDC EMEA
www.idc.com/customerexperience
Neli Vacheva Research Manager, European industry Solutions, Customer insights & Analysis
THE RACE TO PERSONALISEDCUSTOMER EXPERIENCE
Time to Step Up Your CX Game
Customer experience (CX) will be the top business
priority by 2019 for
of European companies
46%
CX underlies many important objectives for all companies, from subscription businesses increasing retention and reducing churn, to service industries achieving better reviews and reducing complaints.
It's becoming increasingly important to blow your customers away with
personalised products and services, tailored to their unique
preferences.
Superior customer experience means brand
loyalty: recommendations, positive reviews and more
sustained growth.
Nowadays, with social media platforms underlying so much
of human interaction, consumers' voice is key
to company growth.
Three Top Runners in the CX Race
2018 $97 billion
2022 $128 billion
European spending on CX reached $97 billion in 2018 and is expected to increase to $128 billion by 2022, growing at a five-year CAGR of 7%.
European industries spending the most on CX in 2019
Together, these verticals will account 33% of European CX spend this year.
Banking Retail DiscreteManufacturing
How to Win the Race?
TOP 1
TOP 2
TOP 3
Customer care and support
Digital marketing
Order fulfilment
Top 3 Use Cases in 2019
THE FRONT RUNNERS THE FASTEST RUNNER
Omni-channel content will be the fastest-growing CX use case by 2022 — delivering consistent, optimised digital
experiences across all customer channels.
Chatbots, AI and automation, sentiment analysis, and new
human-to-machine/machine-to-machine interfaces will enable relevant,
timely and personalised customer support.
Customer authentication and identity management are key to personalised
marketing. Making the most out of every customer interaction
economically will enable businesses to digitise and personalise marketing.
Inventory management and optimisation is pivotal to improve
in-store service and enhance experience, giving customers choice
for the fulfilment of their online orders.
Customer care and support Digital marketing Order fulfilment
3 Winning Use Cases