CX Practices from Leading Organizations Show That a Focus on Customer Experience Does Indeed Drive Business Value

This IDC Perspective highlights industry-leading customer experience (CX) themes from IDC's 2023 Future of Customer Experience awards. Companies featured as the winner and runners-up demonstrated how they are making significant impact within their customer and partner communities. Simultaneously, these organizations were able to successfully use customer experience to drive positive business outcomes leading to business growth and operational efficiencies. The document features CX initiatives from Samsung Electronics America, the winner of IDC's 2023 Future of Customer Experience awards, along with initiatives from runners-up, Phoenix Sky Harbor International Airport and City of Houston Fire/EMS Department."The winner and runners-up in IDC's 2023 Future of Customer Experience awards delivered customer-centered, innovative, omni-channel experiences that contributed to value 'for' the customer," said Sudhir Rajagopal, research director, Customer Experience, IDC. "It is exciting to see how organizations are scaling on the back of innovative technologies, such as AI and automation, to deliver industry leading CX. Crucially, however, these organizations achieve value parity for both the customer and the organization by focusing on customer empathy and trust, capturing value from organizational value streams, and capitalizing on the network effect of the CX ecosystem."