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 Business Strategies , Asia/Pacific: Future of Customer Experience , CMO Advisory Service , Collaboration, Communities and Conferencing , Consumer Pulse 2022: Gold , Customer Data and Analytics , Customer Service and Contact Center Applications , Digital Commerce , Digital Platform Ecosystem Strategies , 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 Collaboration and Customer Experience Strategies (Japanese Version with Key English Language Reports) , Persuasive Content and Digital Experience Strategies , Smart Home and Office Devices
Cognitive/artificial intelligence, Governance, risk and compliance infrastructure, Market intelligence, Marketing automation, Technology buyer, eCommerce
Connected banking, Experiential retail
List of Figures
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