TECH SUPPLIER Feb 2021 - Taxonomy - Doc # US47436321
IDC's Worldwide Future Enterprise Use Case Taxonomy, 2021: Future of Customer and Consumer
By:
Alan Webber
Program Vice President, Customer Experience, Gerry Brown
CX Research Director, European Software Group, Marc DeCastro
Research Director, Consumer Banking, David Reinsel
Sr. Vice President, Global Datasphere, IoT, Mobility, Security, Consumer, Semiconductors, Telecom, Client Computing and Imaging/Print/Document Solutions, Leslie Hand
Group Vice President, IDC Retail and Financial Insights, Tom Mainelli
Group Vice President, Device & Consumer Research, David Myhrer
Research Vice President, Daniel-Zoe Jimenez
Associate Vice President, Digital Transformation (DX), Future Enterprise, and SMB
Abstract
This IDC study provides IDC's future enterprise use cases for the future of customer and consumer as it seeks to support business strategy and success. This taxonomy is organized to mime strategic priorities that serve to define how line-of-business and IT organizations around the globe should structure their customer engagement transformation efforts over the next three to five years. This study also provides a guide to the ever-changing customer engagement journey as brands work to align themselves with their customers during an especially turbulent time.
"Even before COVID-19, customers were digitally transforming. But the pandemic has accelerated to move to digital and completely reimagined the engagement landscape between brand and customer. The best companies are innovating with and employing digital technologies to both differentiate themselves from their competitors and stay on par with where their customers are," said Alan Webber, program vice president for Customer Experience at IDC. "The digital transformation of a brand leading to a differentiated experience in a more digital world must start with an understanding of the misalignment between the brand and the digital journey the customer is on, and how this can be addressed through technology aligned between what the customer wants and business processes that support a customer-centric strategy."
Coverage
Subscriptions Covered
Asia/Pacific Digital Transformation Strategies , Consumer Technology Strategy Service: Gold , Consumer Technology Strategy Service: Platinum , Customer Experience Management Strategies , European Customer Experience Management Strategies , Executive Information , Future of Customers and Consumers - Agenda , IDC Financial Insights: Worldwide Consumer Banking Engagement Strategies , IDC Retail Insights: Worldwide Retail Customer Experience and Commerce Strategies
Regions Covered
Topics Covered
Advertising software, Cognitive/artificial intelligence, Content management, Customer relationship management applications, Digital transformation, Market intelligence, Marketing operations, Sales enablement, Social networking, Supply chain management applications
Content
List of Tables
List of Figures
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