The Disconnect Between Customer and Employee Experience: IDC EXPERIENCES Survey 2015

By Vanessa Thompson – June 23, 2015
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The pressure to deliver differentiation as a means of competitive advantage is a critical driver for the changing nature of experiences across customers, partners, and suppliers. The IDC EXPERIENCES Survey 2015 highlights the notion of "experience" and how initiatives are maturing and coming together around five core components: customer experience, workforce, commerce, business networks, and innovation (products and services). The ability to link those experience components together in order to deliver a holistic view of digital and social transformation is at the epicenter of the differentiation. The survey shows that providing a consistent experience across multiple engagement channels is a key focus for companies as well as the means to ensuring that employees, business partners, and suppliers have a unified view of interactions.


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Vanessa Thompson

Research Vice President, Collaboration & CommunitiesIDC


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