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Table of Contents

IDC FutureScape Figure

Figure: IDC FutureScape: Worldwide Customer Experience 2019 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

Summary of External Drivers

Predictions: Impact on Technology Buyers

Prediction 1: By 2020, to Meet GDPR-Type Regulations and Improve the Customer Experience, 50% of Global Companies Will Integrate Progressive Consent Opportunities into All Stages of the Customer Journey

Associated Drivers

IT Impact

Guidance

Prediction 2: By 2024, 45% of Organizations Will Differentiate Their Customer Experience with IoT Order Signals, Real-Time Status Visibility, and Granular Delivery Times to Portfolios of Heterogeneous Locations

Associated Drivers

IT Impact

Guidance

Prediction 3: By 2021, Businesses Offering Frictionless Experiences Across Their Ecosystem Will Experience a Decrease of 20% in Customer Attrition

Associated Drivers

IT Impact

Guidance

Prediction 4: By 2024, 20% of B2C Companies Will Digitize, Automate, and Animate Physical Outlets so That Their Processes and People Create New Customer Learning, Enjoying, Purchasing, and Fulfillment Journeys

Associated Drivers

IT Impact

Guidance

Prediction 5: By 2022, 20% of Buyer Journeys Will Be Transformed into Joyful, Exciting, Colorful, Fun Experiences Through the Provision of Integrated, Personalized, Digitally Connected Multimedia

Associated Drivers

IT Impact

Guidance

Prediction 6: By 2022, 35% of CX-Focused Organizations Will Adopt "Commerce Everywhere" Business Models and Generate 50% of Revenue Through Contextual Discovery Experiences

Associated Drivers

IT Impact

Guidance

Prediction 7: With the Adoption of Technologies Like AI, Analytics, and Big Data, by 2020, 10% of Companies Will Begin to Integrate Personalized Brand Promises into the Experience a Customer Receives

Associated Drivers

IT Impact

Guidance

Prediction 8: The Adoption of IoT, Mobile Devices Apps, and NLP Will by 2021 Allow 10% of Companies to Be Interacting Overtly and Covertly with Consumers Through These Channels Almost 24 Hours a Day, Every Day

Associated Drivers

IT Impact

Guidance

Prediction 9: By 2022, 30% of Enterprises Will Use Interactive Conversational Speech Technologies to Power Customer Engagement Across Marketing, Sales, and Service

Associated Drivers

IT Impact

Guidance

Prediction 10: By 2021, 30% of Enterprises Will Exploit AI and Advanced Customer Analytics to Suggest Innovative Customer Experience Actions That Deliver Value from a Segment, Persona, or Individual Customer Perspective

Associated Drivers

IT Impact

Guidance

Advice for Technology Buyers

External Drivers: Detail

Next Chapter of DX: Technology-Driven Transformation Altering Business and Society

The Race to Innovate: Speed of Change, Delivery, and Operations Separates Thrivers and Survivors

Platforms, Platforms, Platforms: Industry Competes for Innovation at Scale

Sense, Compute, Actuate: Turning Data into Value

Emerging Autonomy: Learning to Live with AI

Rising Customer Expectations: More Convenience, Customization, and Control

Reimagining the Material World: Revolutionized Processes Expand Technology Reach

Learn More

Related Research

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