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.



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