TECH BUYER Oct 2019 - IDC FutureScape - Doc # US45583819
IDC FutureScape: Worldwide Customer Experience 2020 Predictions
By: Alan WebberProgram Vice President, Customer Experience, Rivka Gewirtz Little, Andrea Sangalli, Melissa Webster, Hayley SutherlandSenior Research Analyst, Conversational AI & Intelligent Knowledge Discovery, Gerry BrownCX Research Director, European Software Group, Jordan JewellResearch Manager, Digital Commerce and Enterprise Applications, Wayne KurtzmanResearch Director, Social and Collaboration, Takashi ManabeGroup Director, Software & Security / IT Spending, IDC Japan, Lawrence CheokSenior Research Manager
This IDC study explores the impact that technology will have on customer experience.
According to Alan Webber, program vice president for Customer Experience at IDC, "The customer experience space is in a period of significant shift — we see new technologies such as AI becoming extremely relevant, we see end customers adopting significant levels of technology, and we see vendors trying to establish themselves as the platform of choice. It is a bit of the Wild West of technology right now as end-user companies employ technology to strive to differentiate themselves and this makes it difficult for CMOs, CIOs, and CEOs to really understand what technologies they should be investing in to build that long-term engagement with their customers."
Asia/Pacific Digital Transformation Strategies , Customer Experience Management Strategies , Digital Commerce , Digital Experience Management Software , European Customer Experience Management Strategies , Social, Communities, and Collaboration
Analytic applications, Augmented and virtual reality, Big data analytics and discovery, Cognitive/artificial intelligence, Corporate social responsibility, Customer relationship management applications, Internet of things, Technology buyer, eCommerce