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RESEARCH
ANALYSIS
Examples of organizations already pivoting to empathy at scale
TRENDS
Other highlights from the report on what IDC expects in IDC’s ‘Future of Customers and Consumers’ service
the next normal include: looks at how technology is playing a key role in
customer experience and the digital transformation of
• Digital engagement, ecommerce, and e- that experience. Organizations should leverage
communities will become mainstream technologies such as AI, connected devices, ubiquitous
services, and an underlying foundation of trust to
• The physical world will be repurposed to augment understand customers’ needs and address them
digital-first journeys dynamically. This service analyzes the necessary
changes required across business and IT functions
• Sustained CX initiatives will be grounded in providing actionable recommendations on how to thrive
customer empathy
in the next normal. (Source: IDC) ◊
• Listening to customer sentiments will shape By MediaBUZZ
enterprises' recovery curve.
October 2020: Experience Economy: customer-centricity & cross-channel customer interaction 8
