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Basic Facts About the Changed European Customer Experience Management
As per research by IDC, the current market opportunity for customer experience is going to be massive in Europe. In fact, the overall customer experience software expenditure in the European region is expected to reach $47 billion by 2022. Further, including IT services, the total European CX spend will be beyond $100 billion.
FREMONT, CA: Customer experience or CX is currently critical for both the digital transformation initiatives and corporate business strategies. The future CX market growth is expected to be propelled by omni-experience.
The term omni-experience signifies the altered scenario in the consumer experience industry. Here, ensuring consumer experience involves end customers, front office staff, business partners, stakeholders, and a much wider ecosystem.
European companies are now aware of the significance of arriving at and implementing customer-centric strategies. Though this was a much-needed approach, there was a significant roadblock towards achieving this. Many of the enterprises tend to think that they are familiar with their customers’ needs. In reality, customer perceptions could be far more different.
In fact, although the majority of the European companies are aware of the urgency for customer-centric strategies, its practical implementation often turned difficult owing to a restricted insight into the real expectation of customers. Coming to the present, many companies have overcome this challenge.
Latest technological innovations such as artificial intelligence continue to streamline the customer-centric strategies adopted by European countries as an attempt to remain agile and meet the increasing requirements of highly tech-savvy consumers.
As a conclusion, the consumer has never been in a central position as far as the European region is concerned. There have been fundamental organizational changes to arrive at a customer-oriented approach. Innovative IT tools, including KMS, CRM, etc. have been developed. New positions have been created within enterprises at every level. Moreover, consumer profile data has now advanced to be the crux of any enterprise strategy.