Developing Contextual Awareness for Empathetic Conversations

Developing Contextual Awareness for Empathetic Conversations

This IDC study presents the contextual awareness framework that serves as the vision of how organizations should think about data as it relates to contextual awareness, and how technology should be used to harness data for contextualized engagements. To become empathetic enterprises, organizations must be capable of having empathetic conversations with their customers at scale. "Organizations must become contextually aware by shifting the use of data from just segmentation and publishing dashboards to automating actions and delivering concise, contextually relevant responses at key customer moments," says Lawrence Cheok, senior research manager, Digital Marketing and Commerce.

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