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Table of Contents

IDC FutureScape Figure

Figure: IDC FutureScape: Worldwide Social and Customer Experience 2017 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

Summary of External Drivers

Predictions: Impact on Technology Buyers

Prediction 1: By 2017, Online Brand Ambassadors and Social Media Influencers Will Have More Marketing Power than Traditional Digital Advertising, Yet This Will Subside Through 2018 and Beyond

Associated Drivers

IT Impact

Guidance

Prediction 2: By 2017, Privacy Concerns Will Slow User Acceptance of Social Log-Ins as a Way to Access the Increasing Number of Connected Devices

Associated Drivers

IT Impact

Guidance

Prediction 3: By 2018, 50% of Customer Support Interactions Will Be Digitalized and Occur in Online Communities

Associated Drivers

IT Impact

Guidance

Prediction 4: By 2018, 70% of Organizations Will Make Operational Changes Based on Business Model Disruption Caused by the Growing Influence of CX and Social Business

Associated Drivers

IT Impact

Guidance

Prediction 5: By 2020, 40% of Commerce Transactions Will Be Enabled by Cognitive/Artificial Intelligence Personal Shoppers and Conversational Commerce Solutions

Associated Drivers

IT Impact

Guidance

Prediction 6: By 2019, 65% of Facebook Users Will No Longer Be Considered "Active" Users as They Abandon the Platform in Favor of Experience-Based Media

Associated Drivers

IT Impact

Business Impact

Guidance

Prediction 7: By 2019, 35% of Companies Will Utilize Business Networks to Impact Financial Performance Directly

Associated Drivers

IT Impact

Guidance

Prediction 8: Employee Experience Is the Fastest Way to Improve the CX, and 75% of Companies Will No Longer Conduct Annual Employee Performance Reviews and Will Eliminate Performance Ratings by 2020

Associated Drivers

IT Impact

Business Impact

Guidance

Prediction 9: By 2020, Virtual Reality Will Deliver a New Dimension to Social Media as People Record Their Experiences So They Can Replay Events and Interactions Online

Associated Drivers

IT Impact

Business Impact

Guidance

Prediction 10: By 2020, 40% of Chief Digital Officers Will Report to the Chief Experience Officer or Chief Revenue Officer as Duties Shift Beyond Customers to Include All Digital Interactions

Associated Drivers

IT Impact

Guidance

Advice for Technology Buyers

External Drivers: Detail

DX: Technology-Centric Transformation Altering Business and Society

Everything, Everywhere: The Rise of Computer-Based Intelligence

DX Delta: Industry Leaders Widen Performance Gap

Platform Economy: The Ecosystem Battle for Scale

Innovation Impasse: Systems of Record Constrain Evolution

Connected Conflict: Convergence of Technology and Privacy

Materialization: Revolutionizing Industrial and Commercial Processes

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