Western Europe Customer Experience IT Survey, 2014: Mobility Seen as Strategic, but Practice is Lagging Aspiration
|出版日||ページ情報||英文 15 Pages
|西欧におけるカスタマーエクスペリエンスのIT調査：モビリティ Western Europe Customer Experience IT Survey, 2014: Mobility Seen as Strategic, but Practice is Lagging Aspiration|
|出版日: 2014年07月04日||ページ情報: 英文 15 Pages||
IDC's 2014 survey of customer experience IT strategies, plans, and attitudes in Western Europe included several questions that directly or indirectly reflected organizations' use and views on mobile channels relating to customer experience. IDC used an online panel survey to collect data from 482 European organizations in March and April 2014. We surveyed organizations with at least 50 employees across private and public sector verticals. Respondents were all customer experience decision makers and drawn from the different lines of business: finance, sales, marketing, as well as IT. The surveyed organizations were located across seven European countries in a balanced sample (see Figures 1-3).
"This study highlights that mobile technologies are known to play a key role in driving improvements in customer experience, but it also shows that there is a big gap between today's reality and aspirations for customer experience," said Philip Carnelley, Software Research Director for Western Europe and co-lead of IDC's European Enterprise Mobility practice. "Mobile is such an important channel for organizations to reach their customers. Today, I believe they should be prioritizing their mobility initiatives even more. The study also underscores that implementation and readiness is not uniform across Europe; certain countries and industries are ahead, while others are lagging."