This IDC study provides IDC's top 10 predictions across social business and customer experience. These predictions provide a strategic context that will enable decision makers to partner and lead conversations around how to deliver meaningful change through technology.
These predictions lay out IDC's vision for the 10 most important shifts that will happen in IT organizations over the next 36 months and will guide senior IT executives in the formation of their three-year strategic IT plan.
"Consumers have accelerated expectations, and increasingly, business performance will be directly linked to the superiority of the 'experience' served, rather than just goods and/or services," says Vanessa Thompson, research vice president for IDC's Communities and Collaboration program.
CIO and Technology Professionals Agenda , Communities and Collaboration , Customer Experience: Customer Service and Contact Center Solutions , Customer Experience: Sales and Marketing Technology , European Collaboration and Customer Experience , HR, Talent and Learning Strategies and Services , Japan Unified Communications, Collaboration and CRM Applications , Social and Experiential Solutions
Customer relationship management applications, Governance, risk and compliance infrastructure, Marketing automation, Networking and connectivity devices, Sales operations, Social networking, Technology buyer, Value added content