TECH BUYER Dec 2021 - IDC Perspective - Doc # US47437221

Future of Customers and Consumers: Establish Active Learning for Intelligent and Emotional Customer Engagement

By:

Sudhir Rajagopal
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,
David Wallace
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,
Leslie Hand
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,
Marc DeCastro
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Table of Contents

Executive Snapshot

Figure: Executive Snapshot: Future of Customers and Consumers — Establish Active Learning for Intelligent and Emotional Customer Engagement

Situation Overview

Figure: The Future of Customers and Consumers

What Is Active Learning?

Why Should Enterprises Develop/Pursue Active Learning?

Figure: Enterprise's Primary Goals in Taking on CX Transformation Initiatives

Increased Customer Expectations for Real-Time Hyper-Personalized Engagement

Figure: CX Technologies Planned for Investment to Achieve CX Priorities

Operational Efficiency

Enhancing Marketing Performance

Security

What Challenges Do Enterprises Face in Developing Active Learning Capabilities?

Organizational Data Silos

Source of Data

Digital Trust and Stewardship

Bots as Customers/Expansion of Use of Edge Computing

Active Learning: Core Elements and Corresponding Technologies

Customer Data Sources

Unified Customer Profile

Customer Data Privacy and Security

Figure: Active Learning Conceptual Reference View

Active Learning Core Stages

Listening/Querying

Insights Generation and Analysis

Engagement and Evaluation

Technology Capabilities for Active Learning

Table: Technology Capabilities for Active Learning

Active Learning: Industry Case Studies

Intelligent Advisory Services

AI-Based Fraud Prevention

Anticipatory Purchase Experience

Advice for the Technology Buyer

Learn More

Related Research

Synopsis

Content


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