TECH SUPPLIER Jul 2021 - Market Presentation - Doc # US47778221

AI and Analytics for Contextual Customer Experience and Commerce: 2021 Update


Filippo Battaini
Ornella Urso
, Giulio Raffaele
On-line Presentation


This IDC Market Presentation provides an overview of the role of artificial intelligence (AI) in empowering contextual customer experience and commerce. The document presents IDC's point of view on cognitive/AI definition, identifies the AI areas retailers are investing in, and examines the role of AI in informing the customer journey and empowering the retail commerce platform. Finally, the study shows how retailers are moving rapidly toward AI adoption and how retailers are leveraging the technology to improve customer experience and invest in experiential retail.


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