Cover Image
市場調查報告書

全球客戶體驗和數位貿易趨勢:2016年的預測

IDC FutureScape: Worldwide Customer Experience and Digital Commerce 2016 Predictions

出版商 IDC 商品編碼 345090
出版日期 內容資訊 英文 15 Pages
訂單完成後即時交付
價格
Back to Top
全球客戶體驗和數位貿易趨勢:2016年的預測 IDC FutureScape: Worldwide Customer Experience and Digital Commerce 2016 Predictions
出版日期: 2015年11月04日 內容資訊: 英文 15 Pages
簡介

企業在對應客戶體驗的配合措施中,多數的內部流程和外部收益結構,從直接對應客戶到商務網路,尋求總括性地重新考慮。

本報告提供企業在開發、修訂客戶體驗(CX)和數位貿易(DC)策略,建立2016年的CX/DC計畫的預算分配計劃時的,IT及產業的決策的因素說明等。

IDC的見解

關於本調查

概況

  • 主要促進要素的摘要
  • IDC FutureScape的預測
    • 預測1:至2016年年末,進入數位貿易的第3代企業約1成左右
    • 預測2:在2016年間,第3代數位貿易被社群的「購買」按鈕的追加牽引
    • 預測3:雲端基礎的客服中心至2017年牽引新軟體銷售上的導入,削弱市場上的長期領導地位
    • 預測4:至2017年,中小企業導向的單一化客戶體驗和數位貿易的應用,提供在大企業使用可能的相同整合功能
    • 預測5:現在許多場合與採購有關係的商務網路,至2018年所有產業和在流程中,成為最常見的B2B解決方案
    • 預測6:至2018年,B2C企業的8成和B2B企業的6成將檢修「數位大門」,不過,若無協調的規則則無法創造銷路一致性
    • 預測7:至2017年,具CX策略的企業的5分之3從專用資源與CMO和其他部門任命具獨立性的CX負責人
    • 預測8:雲端軟體企業一般使用的客戶成功管理者,至2018年成為整個產業的標準作用
    • 預測9:至2018年有2成B2B企業轉移到銷售2.0
    • 預測10:從銷售負責人轉向收益負責人到2020年完成

主要的建議

主要的促進要素

參考資料

目錄
Product Code: 259839

This IDC study describes the key drivers affecting IT and business decision makers as they develop or revise their organizations' customer experience (CX) and digital commerce (DC) strategy and create plans for their 2016 resource allocation for CX/DC initiatives. The study further lays out the top 10 predictions for CX/DC initiatives in response to the aforementioned trends. Each CX/DC prediction is assessed on the basis of its complexity, organizational impact, and time frame to expected mainstream adoption."It is clear that in an effort to address customer experiences with organizations, a multitude of internal processes and external ecosystems require a comprehensive rethinking from direct customer handling to business networks to proficient employee skill sets," said Mary Wardley, vice president, CRM Applications and Customer Experience.

IDC FutureScape Figure

IDC Opinion

In This Study

Situation Overview

  • Summary of Key Drivers
  • IDC FutureScape Predictions
    • Prediction 1: By the End of 2016, Only 10% of Organizations Will Have Entered the Third Generation of Digital Commerce
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 2: During 2016, Third-Generation Digital Commerce Will Be Led by the Addition of "Buy" Buttons in Communities
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 3: Cloud-Based Contact Centers Will Lead Adoption in New Software Sales by 2017, Undermining Long-Standing Market Leadership Positions
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 4: By 2017, Simplified Customer Experience and Digital Commerce Applications Focused on SMBs Will Provide Similar Integrated Functionality to That Available to Large Organizations
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 5: Business Networks, Today Associated Mostly with Procurement, Will Be the Most Common Solution for B2B Commerce Across All Industries and Processes by 2018
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 6: By 2018, 80% of B2C and 60% of B2B Organizations Will Overhaul Their "Digital Front Door" But Will Fail to Create Consistency Across Channels Without a Concerted Imperative to Do So
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 7: By 2017, Three Out of Five Companies with a CX Strategy Will Appoint a CX Executive with Dedicated Resources and Independent of the CMO or Other Department Alignment
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 8: Customer Success Managers, Commonly Used by Cloud Software Companies, Will Become a Standard Job Role in All Industries by 2018
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 9: IDC Expects Only 20% of B2B Organizations to Have Moved to Sales 2.0 by 2018
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 10: The Transition from Chief Sales Officer to Chief Revenue Office Will Be Complete by 2020
      • Associated Drivers
      • IT Impact
      • Guidance

Essential Guidance

Key Drivers

  • DX: Accelerating Business Disruption from Digital Transformation
  • Cy-Q: An Interconnected, Informed, Interactive, Intrusive, Intelligent, and Cognitive Ecosystem
  • Talent Quest: High Demand for Next-Generation Business/IT Skills - Scarce Supply
  • Cloud Life: The Merging of Real Life with Digital Identity
  • Connected Well-Being: Convergence of Mobile, Social, and Sensors
  • Shifting Gears: The Slowing Pace of IT Productivity

Learn More

  • Related Research
  • Synopsis
Back to Top