TECH BUYER Oct 2021 - IDC FutureScape - Doc # US48297321
IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Predictions
By: Alan WebberProgram Vice President, Customer Experience, Gerry BrownCX Research Director, European Software Group, Laurie BuczekResearch Vice President, CMO Advisory Practice, Lawrence CheokSenior Research Manager, Marc DeCastroResearch Director, Consumer Banking, Leslie HandGroup Vice President, IDC Retail and Financial Insights, Jordan JewellResearch Director, Digital Commerce and Enterprise Applications, Daniel-Zoe JimenezAssociate Vice President, Digital Transformation (DX), Future Enterprise, and SMB, Wayne KurtzmanResearch Director, Social and Collaboration, Marci MaddoxResearch Director, Digital Experience Strategies, Tom MainelliGroup Vice President, Device & Consumer Research, Takashi ManabeGroup Director, Software & Security / IT Spending, IDC Japan, David MyhrerResearch Vice President, Saki OhtaMarket Analyst, Software & Security, IDC Japan, Sudhir RajagopalResearch Director, Future of Customers and Consumers, David WallaceResearch Director, Customer Intelligence and Analytics, Mary WardleyProgram Vice President, Customer Care and CRM, Karsten WeideProgram Vice President, Media & Entertainment, Adam WrightSenior Research Analyst, Internet of Things: Consumer
This IDC study explores the future impact that technology will have on customer experience and the engagement between brand and customer.
According to Alan Webber, program vice president, Customer Experience Applications at IDC, "COVID-19 caused significant shifts is almost everything, including how companies and customers interact, engage, and transact. The key finding is that so many companies spoke about how far along they were in the digital transformation, but this didn't include digitally transforming how to engage customers and consumers. When the pandemic forced their hand, it became obvious that they might have digitally transformed their ERP system or components of their procurement system but had not done the hard work to be able to really engage digitally with customers. Of course, technology will be the cornerstone of any efforts, and brands try to reestablish relationships with customers and consumers in a new version of the physical and digital world."
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