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Abstract

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."


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