IDC Future Enterprise Awards Virtual Event Series: Future of Customer Experience
Produced by TechTalk Summits

What is the Future Enterprise?

The world is moving from Digital Transformation to Digital-First. In the beginning, it was all about the transition from analog to digital. Now, the next evolution in Digital Transformation is the move to be Digital-First. 

Digital is a permanent, yet dynamic fixture in this world. It applies to all entities (private, government, commercial) and asks the question, “Is there some digital-based capability/enhancement that could improve our lives and desired outcomes?

Entities and people are more connected, with greater interdependencies in a digital-first world. Entire ecosystems can intelligently leverage data to their advantage because access to digital technologies extends from individuals to organizations, and from governments to societies. 

The Future Enterprise: From Digital Transformation to Digital-First

IDC’s vision for the Future Enterprise is how organizations must operate and invest to participate in increasingly digital-first markets. It is a framework for fostering a digital-first culture, one that leverages trusted industry ecosystems, generates profitable revenue growth from empathetic customer experiences, and demonstrates an ability to adapt operating models to complex customer requirements. All of this is built on digital infrastructure and enabled by an intelligent, empowered, and well-connected workforce. 

We look forward to celebrating the North America best in class in each of the Future Enterprise’s digital agendas.

Future of Customer Experience

In the Future of Customer Experience, the relationship between customers and businesses will be built on cognitive empathy – requiring business leaders to make strategic decisions that emphasize experiences, journeys, trust, and satisfaction. By using data and employing technologies that address requirements for contextual awareness, frictionless engagement, active learning, and sentiment measurement, organizations will be better able to customize – and personalize – experiences. The Future of Customer Experience (FoCX) is characterized by the changing and shifting nature of the relationship between customers and brands through a lens or prism of technology. 

IDC has defined the Future of Customer Experience as an empathetic relationship between customers and brands built on what the customer wants and how they want to be treated through the technology lens of awareness, engaging, learning, and, measuring. This award recognizes the organization that is able to rethink and effectively transform the way customer-related initiatives are done in the organization (e.g. customer engagement, customer experience, customer service).