Looking Ahead at 2022: Enterprise Priorities for Customer Experience Initiatives and Investments

Looking Ahead at 2022: Enterprise Priorities for Customer Experience Initiatives and Investments

This IDC Market Perspective discusses what are enterprises putting on their docket for customer experience (CX) for 2022 and beyond. The analysis is based on Wave 2 of IDC's Future Enterprise Resiliency and Spending Survey conducted in March 2022. Questions explored are the types of CX initiatives that are of importance and plans of organizations to prioritize and allocate their CX transformation–related investments."As organizations plan their 2022 business priorities and investments, they maintain a strong inclination to improve customer satisfaction and experiences," said Sudhir Rajagopal, research director, Future of Customer Experience research program at IDC. "However, for many organizations, the next 12 months or more will see them redirecting their CX transformation-related investments toward extracting business value than continuing the trend toward purchase of more CX software and technologies."

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