TECH BUYER Nov 2016 - IDC FutureScape - Doc # US40342515
IDC FutureScape: Worldwide Social and Customer Experience 2017 Predictions
By: Vanessa Thompson, Mary WardleyProgram Vice President, Customer Care and CRM, Lisa RowanResearch Vice President, HR, Talent, and Learning Strategies, Jan Van Vonno, Takashi ManabeGroup Director, Software & Security / IT Spending, IDC Japan, Chris ZhangResearch Manager, IDC Asia/Pacific Software Research Group.
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 , Customer Care and CRM , European Customer Experience Management Strategies , HR, Talent and Learning Strategies and Services , Japan Applications and Customer Experience Strategies (Japanese Version with Key English Language Reports) , Marketing Technology Software , Social, Communities, and Collaboration
Cognitive/artificial intelligence, Customer relationship management applications, Governance, risk and compliance infrastructure, Marketing automation, Networking and connectivity devices, Sales operations, Social networking, Technology buyer