Upheavals in technology and culture are precipitating massive digital transformation (DX) initiatives. Customers are now mobile and socially connected, so enterprises must provide engagement and services across multiple channels at the time, place and device desired by the customer.

This IDC report explores how engaging in proactive customer service, organisations have an opportunity to “make a friend for life” by implementing mechanisms to deliver a superior experience that enhances overall customer satisfaction and delight with the brand.