TECH BUYER Oct 2018 - IDC FutureScape - Doc # US43484818
IDC FutureScape: Worldwide Customer Experience 2019 Predictions
By: Alan WebberProgram Vice President, Customer Experience, Gerry BrownCX Research Director, European Software Group, Lawrence CheokSenior Research Manager, Greg Girard, Takashi ManabeGroup Director, Software & Security / IT Spending, IDC Japan, Melissa Webster, Ivano Ortis, Andrea Sangalli, Mary WardleyProgram Vice President, Customer Care and CRM, Jordan JewellResearch Director, Digital Commerce and Enterprise Applications
This IDC study provides the top 10 predictions and underlying drivers that we expect to impact customer experience in 2019 and beyond.
According to Alan Webber, research director, IDC Customer Experience, "Providing a differentiated customer experience is becoming more difficult for brands. Yes, customers are integrating more technology into their lives that results in more channels engage with and more data for the brand, it also makes it more difficult to provide a consistent experience across those channels to effectively and contextually target those customers with the right experience without more technology. It is becoming a never-ending cycle."
Customer Care and CRM , Customer Experience Management Strategies , Digital Commerce , Digital Experience Management Software , European Customer Experience Management Strategies , IDC Retail Insights: Worldwide Retail Customer Experience and Commerce Strategies , IDC Retail Insights: Worldwide Retail Intelligent Product Merchandising and Marketing Strategies