IDC PlanScape: Future of Customer Experience — Implementing Customer Experience Suites Using a CX Services Partner

IDC PlanScape: Future of Customer Experience — Implementing Customer Experience Suites Using a CX Services Partner

This IDC PlanScape provides insight into the advantages of using a professional services vendor to help an organization plan and execute a business project that involves implementation of customer experience (CX) software. It describes the types of vendors operating in the CX services space, and it describes the key capabilities and characteristics to look for when an organization is looking to appoint a CX services partner for a project involving implementation of a CX software suite. "Professional services vendors can be an important asset for organizations looking to drive business change that involves the deployment of a customer experience software suite — a CX services vendor can make the difference between success and failure for a business project," says Douglas Hayward, IDC research director for Customer Experience Services. "But while technical capabilities are important, enterprises should remember that vendor empathy and a good cultural fit between client and supplier are also important drivers of project success."

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