TECH BUYER Oct 2021 - IDC FutureScape - Doc # US48297321
IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Predictions
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."
Advertising Technology , Asia/Pacific Digital Transformation Strategies , Asia/Pacific: Future of Customer Experience , CMO Advisory Service , Collaboration, Communities and Conferencing , Consumer Pulse 2022: Gold , Customer Care and CRM , Customer Experience Management Strategies , Customer Intelligence and Analytics , Digital Commerce , Digital Experience Management Software , European Customer Experience Management Strategies , Future of Customer Experience - Agenda , IDC Financial Insights: Worldwide Consumer Banking Engagement Strategies , IDC Retail Insights: Worldwide Retail Experiential Operations Strategies , Japan Applications and Customer Experience Strategies (Japanese Version with Key English Language Reports) , Smart Home and Office Devices