TECH SUPPLIER Oct 2020 - IDC Survey - Doc # US46945720

Touchless Customer Service Processes and Procure to Pay Top Planned 2021 Investments in Business Process Services

By: Alison CloseResearch Manager, Digital Business Operations and Analytics Services

On-line Presentation


This IDC Survey examines the wave 11 data from IDC's COVID-19 Impact on IT Spending Survey, fielded from August 26 to September 6, 2020. This is part of IDC's series of global surveys among end users to identify and compare COVID-19's impact on IT and service spending trends. This IDC Survey looks at finance and procurement application end users' plans to purchase from a third-party provider versus develop in-house, functional areas (finance, supply chain, customer service, and business operations) in which end users will invest in automation through 2021, and plans to convert processes to contactless experiences.

IDC's September 2020 COVID-19 Impact on IT Spending Survey surveyed 791 global decision makers of spend for IT and business services. Respondents were surveyed across geographies including the United States, LATAM, EMEA, and APAC, among companies of 500+ employees and across industries. Respondents also included a mix of line-of-business and IT roles.


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