Oct 2017 - IDC FutureScape - Doc # US43155317
IDC FutureScape: Worldwide Customer Experience 2018 Predictions
By: Alan WebberResearch Director, Digital Strategy & Customer Experience, Gerry BrownResearch Director, European Software Group, Daniel-Zoe JimenezResearch Director Digital Transformation and Big Data/Analytics, Takashi ManabeGroup Director, Software & Security / IT Spending, IDC Japan, Jonathan TullettResearch Manager, Jan van VonnoResearch Manager, European Software, Mary WardleyProgram Vice President, Loyalty and Customer Care
This IDC study explores the further impact that technology will have on customer experience including customer data privacy, analytics-driven business processes, and artificial intelligence (AI). We also look as the early impact emerging technologies, such as biometrics and enhanced human senses, will have on customer experience. Customer experience research conducted and published throughout 2018 will elaborate on these and other topics.
According to Alan Webber, research director, IDC Customer Experience, "The insights and the corresponding predictions in this study are an accumulation of our global research on the evolving space of customer experience. As increasing complexity makes it more difficult to understand and differentiate between products and services, customer experience will be the key differentiator for companies going forward. Technology has reached an inflection point of impact on customer experience, and firms of all sizes and all types need to pay attention to the impact of technology on customer experience."
Africa ICT Market Opportunity and Digital Transformation Strategies , CMO Advisory Service , Customer Care and CRM , Customer Experience , European Collaboration and Customer Experience , Japan Applications and Solutions (Japanese Version with Key English Language Reports) , Japan Applications and Solutions (Japanese Version)
Advanced authentication, Analytic applications, Augmented and virtual reality, Cognitive/artificial intelligence, Customer experience, Governance, risk and compliance infrastructure, Information protection and control, Omni-experience transformation, Technology buyer, eCommerce