Table of Contents

IDC FutureScape Figure

Figure: IDC FutureScape: Worldwide Future of Customer and Consumer 2021 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

Summary of External Drivers

Predictions: Impact on Technology Buyers

Prediction 1: By 2021, 65% of Organizations Will Have Shifted to Digital First Through Automated Operations and Contactless Experiences, as Physical Interactions Become an Amenity of the Past

Associated Drivers

IT Impact

Guidance

Prediction 2: By 2023, Enterprises That Excel at Empathy and Safety at Scale Will Outperform Those That Don't by 40%

Associated Drivers

IT Impact

Guidance

Prediction 3: By 2022, One-Third of All Fortune 500 B2C Brands Will Task a C-Suite Executive with Growing the Use of "Consumertainment" Apps to Reach Gen Z and Gen Alpha Buyers

Associated Drivers

IT Impact

Guidance

Prediction 4: By 2025, 25% of the Global 2000 Will Demonstrate the Impact of Consumer-Generated Video on Earnings and Customer Satisfaction Scores

Associated Drivers

IT Impact

Guidance

Prediction 5: In 2021, Customers Will Spend 25% More with Companies Whose Digital Transformation Enables Quick and Easy Adaptation to the New Business Context

Associated Drivers

IT Impact

Guidance

Prediction 6: By 2024, 85% of Tech Buyers Will Select Established Partners That Innovate Faster and Faster to Keep Up with the Demands Created by Capricious Consumers

Associated Drivers

IT Impact

Guidance

Prediction 7: By 2023, 65% of Organizations Will Regain Control of User-Defined Apps Stables Using Standardized Workflows Linked to Enterprise Apps for Improved Customer Data Security and Delivery of Superior CX

Associated Drivers

IT Impact

Guidance

Prediction 8: By the End of 2022, 80% of Corporations Will Develop or Modify Social Responsibility Statements and Enable Their Customers in Finding and Promoting Social Causes

Associated Drivers

IT Impact

Guidance

Prediction 9: In 2021, 70% of New Mobile Applications Will Focus on Humanizing the Digital Experience for Consumers and Making This New Digital-First World More Relatable and Reassuring

Associated Drivers

IT Impact

Guidance

Prediction 10: By 2024, Privacy Will Be Redefined as the "Value of Data," and Vendors Will Provide Loyalty Services in Exchange for Consumer Data with 60% of Consumers in Developed Countries Participating

Associated Drivers

IT Impact

Guidance

Advice for Technology Buyers

External Drivers: Detail

Accelerated Disruption — Crisis, Resilience, and Opportunity

Strategic Innovation — Shaping the Future Enterprise Today

The Next Normal — Resilient Business and Operating Models

Intelligence Everywhere — Data Drives Action

Digital Platform — Ecosystems at Scale

Crisis of Trust — Meeting Rising Expectations

Customer Engagement Redefined — Safe, Secure, and Sustainable Digital Experience

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