TECH SUPPLIER Mar 2021 - IDC Survey Spotlight - Doc # US47563221

IDC Survey Spotlight: Enhancing CX, Workforce, and Operations with Automation Is a Priority in 2021

By: Rick VillarsGroup Vice President Worldwide Research

Abstract

This IDC Survey Spotlight provides insight into how enterprises are weighing automation when evaluating CX, workforce, or operations investments following their experiences during the COVID-19 pandemic. The document contains data from IDC's Future Enterprise Resiliency and Spending (FERS) Wave 1 Survey conducted in January/February 2021. The purpose of the FERS survey series (12 monthly surveys) is to explore a range of topics related to IT spending priorities, digital resiliency, and technology/organizational priorities in the next normal. In FERS Wave 1 Survey, IDC explored enterprise perceptions on the importance of automation in future business operations investment plans. It segmented results based on planned IT spending in 2021 versus 2020. The survey solicited replies from 738 respondents across the United States, Europe, and Asia/Pacific (excluding Japan) as well as across a range of industries.

"The use of current cloud environments to provide a foundation for business automation isn't about creating the new master control program. Enterprises will evaluate these platforms based on their ability to enable a robust community of partners that can take advantage of common data, infrastructure, and governance processes to develop business-centric automation solutions that are consistent, coherent, and cooperative." — Rick Villars, group vice president, Worldwide Research at IDC


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