Customer Experience Design and Build for Optimal Customer Journeys: Innovation Case Studies

This IDC Market Note discusses the importance of understanding how a customer interacts with a brand on each step of their journey, allowing brands to recognize the actions and approaches needed to be taken and prioritized on each stage of their customers' journeys.

Executive Snapshot

In This Market Note

IDC's Point of View

• Essential Components for Optimizing the Customer Journey
• Case Studies and Examples of Successful Customer Experience Journey Optimization
  • Sun Life: Enhanced Digital Interactions
  • KFC China's Fusion of Virtual and Real-World Experiences
• Recommendations for Achieving Optimal Customer Journey Management
  • Prioritize Customer Feedback and Insights
  • Foster Cross-Functional Collaboration
  • Invest in Employee Training and Development
  • Stay Agile and Adaptable to Market Changes

Learn More

• Related Research
• Synopsis