TECH BUYER Oct 2021 - IDC FutureScape - Doc # US48297321

IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Predictions

By:

Alan Webber
Loading
,
Gerry Brown
Loading
,
Laurie Buczek
Loading
,
Lawrence Cheok
Loading
,
Marc DeCastro
Loading
,
Leslie Hand
Loading
, Jordan Jewell,
Daniel-Zoe Jimenez
Loading
,
Wayne Kurtzman
Loading
,
Marci Maddox
Loading
,
Tom Mainelli
Loading
,
Takashi Manabe
Loading
,
David Myhrer
Loading
,
Saki Ohta
Loading
,
Sudhir Rajagopal
Loading
,
David Wallace
Loading
,
Mary Wardley
Loading
, Karsten Weide,
Adam Wright
Loading
Abstract

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."


Coverage

Content


Get More

When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.



Related Links

Do you have questions about this document
or available subscriptions?

Contact Us