Analyst Report

IDC’s CXA Focuses on the Customer, not the Application

Written by: Maureen Fleming, Program Vice President, Intelligent Process Automation at IDC

Consumer expectations are evolving in today’s world, pressuring enterprises to deliver fast, frictionless customer service - similar to digital natives such as Amazon and DoorDash.

However, enterprise silos, IT choke points, and rip and replace projects have made good customer experience difficult to achieve, in addition to driving up operational costs. When modernizing with an outside-in approach, enterprises can streamline operational efficiency while delivering a better experience to their customers in tandem.

Download the report to find out how experience overlay software can:

  • Be implemented quickly
  • Leverage existing application investments
  • Improve the experience of the customer while driving efficiency