2020 IDC Perspective: Customer Service and the Future of Work


Customer service evolves at the intersection of employee and customer experience. This 2020 IDC Perspective explores the interplay of customer and employee experience as a core component of digital transformation. It offers insight into a holistic strategy for improving customer service and thus customer experience (CX).

Areas covered include:

  • Evolving consumer expectations and the role of automation and human-machine collaboration
  • How the boundaries between employee and customer experience are blurring
  • Advice for buyers who are building the future of CX