Abstract

This IDC Tech Buyer Presentation provides insight into how enterprises are planning to pursue their investments in technology to improve customer satisfaction as part of a balanced investment strategy against other high-priority business initiatives. The document contains data from IDC's Future Enterprise Resiliency and Spending (FERS) Wave 4 Survey conducted in May 2021. The purpose of IDC's 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 IDC's FERS Wave 4 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 854 respondents across the United States, Europe, and Asia/Pacific (excluding Japan) as well as across a range of industries.

"2020 was a year of turmoil precipitated by the COVID-19 pandemic. The pandemic had conflicting results in the world of IT. For some organizations, it expedited digital transformation efforts; while in others, it caused decreasing spend. Not all industries faired equally. As organizations recover, technology spend is moving to a balanced scorecard around growth, resiliency, and adaptability with customer satisfaction being a primary measure for customer experience." — Mary Wardley, program vice president, Customer Care and CRM at IDC

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