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Nov 2015 - IDC FutureScape - Doc # 259839

IDC FutureScape: Worldwide Customer Experience and Digital Commerce 2016 Predictions

Authors: Christine Dover, Mary Wardley, Daniel-Zoe Jimenez, Jan van Vonno
Abstract

This IDC study describes the key drivers affecting IT and business decision makers as they develop or revise their organizations' customer experience (CX) and digital commerce (DC) strategy and create plans for their 2016 resource allocation for CX/DC initiatives. The study further lays out the top 10 predictions for CX/DC initiatives in response to the aforementioned trends. Each CX/DC prediction is assessed on the basis of its complexity, organizational impact, and time frame to expected mainstream adoption.

"It is clear that in an effort to address customer experiences with organizations, a multitude of internal processes and external ecosystems require a comprehensive rethinking from direct customer handling to business networks to proficient employee skill sets," said Mary Wardley, vice president, CRM Applications and Customer Experience.

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