From Efficiency to Excellence: Driving Enterprise Value Through Customer Experience Partnerships
Learn what enterprises prioritize in customer experience (CX) partnerships with IDC research on selection criteria, financial outcomes and technology capabilities.
Selecting the right customer experience partner is one of the most critical decisions enterprise leaders make. While operational efficiency has long been a priority, today’s CX leaders are looking far beyond metrics like average handle time. They expect strategic transformation, advanced technology capabilities, measurable financial outcomes and insights that drive business growth.
This IDC InfoBrief, sponsored by TELUS Digital, shows you what successful enterprises demand from CX partners and how to benchmark your approach. Download it to understand the priorities driving successful CX partnerships today.
This InfoBrief includes:
- Enterprise priorities and selection criteria: Expert analysis of what 287 enterprises prioritize when evaluating CX partners, from pricing flexibility to technology capabilities and domain expertise.
- Financial outcomes and ROI expectations: Insights into the specific financial metrics enterprises track, including cost savings, profitability, revenue growth and operational efficiency gains.
- Technology capabilities enterprises demand: IDC analyst perspective on essential technology requirements, including AI, machine learning, data analytics and emerging agentic AI solutions for CX transformation.
Customer experience directly impacts enterprise competitiveness, often prompting organizations to seek CX service partners who can transform their customer interactions. The challenge lies in identifying providers who deliver beyond operational efficiency to offer strategic technology expertise, workflow innovation, and quantifiable business outcomes.
Three reasons to read the InfoBrief
- 1
Gauge what your peers prioritize in CX partnerships
Many enterprises struggle to articulate what they actually need from a CX partner, often defaulting to the lowest cost as the primary decision driver. This research reveals what leading organizations prioritize, giving you a clear benchmark against industry standards.
- 2
Build a rigorous framework for evaluating CX partners
Selecting a CX partner shouldn’t be a guessing game. This InfoBrief provides expert guidance on the essential capabilities to evaluate, including transformation roadmaps, data governance, domain expertise and AI strategy. Use it to create a consistent evaluation process.
- 3
Ensure your partnership delivers strategic value, not just cost savings
Too many CX partnerships focus narrowly on efficiency metrics and miss the bigger opportunity for business transformation. This research shows how successful enterprises demand — and achieve — financial outcomes, operational improvements and technology-driven innovation.
