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市場調查報告書

全球社群及客戶體驗市場預測(2017年)

IDC FutureScape: Worldwide Social and Customer Experience 2017 Predictions

出版商 IDC 商品編碼 345098
出版日期 內容資訊 英文 12 Pages
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全球社群及客戶體驗市場預測(2017年) IDC FutureScape: Worldwide Social and Customer Experience 2017 Predictions
出版日期: 2016年11月02日 內容資訊: 英文 12 Pages
簡介

本報告涵括決策者和合作夥伴試圖透過科技帶來有效改變的策略性預想等資訊。

IDC FutureScape的見解

摘要整理

IDC FutureScape的預測

  • 外性促進要素的摘要
  • 預測:對技術買主的影響
    • 預測1:到2017年,線上品牌大使和社交媒體影響力將擁有比傳統數位廣告更多的市場營銷能力,但這將趨勢到2018年後將減弱
    • 預測2:到2017年,社群登錄將成為新增的存取連網終端的方法,隱私顧慮將減弱
    • 預測3:到2018年,50%的客戶支援互動將數位化並在出現線上社群
    • 預測4:到2018年,70%的組織將由於CX或社群商務的影響擴大造成的業務模式分散化,而採取經營上的改變
    • 預測5:到2020年,40%的商業交易將通過認知/人工智能實現個人購物者和對話商務解決方案
    • 預測6:到2019年,65%的Facebook用戶將不再被視為“活躍”用戶,因為他們放棄了平台,傾向經驗型媒體
    • 預測7:到2019年,35%的公司將活用業務網絡直接影響財務業績
    • 預測8:員工經驗是改進CX的最快方式,75%的公司將不再執行年度員工績效評估,並將在2020年之前消除績效評級
    • 預測9:到2020年,將經驗記錄下來再重新體驗並可在線上反應互動的虛擬現實將為社群媒體帶來新次元
    • 預測10:到2020年,40%的首席數位主管將向首席執行長及首席營收官報告包含全數位配合用職務已超越客戶

技術買主的主要建議

外性促進要素:詳細內容

  • DX:以技術為中心的變革改變商業與社會
  • 一切,無處不在(Everything, Everywhere):電腦型智能的興起
  • DX Delta:行業領導者擴大性能差距
  • 平台經濟:生態系統的規模爭奪
  • 創新的瓶頸:記錄系統抑制的發展
  • 連接衝突:技術和隱私的整合
  • 具體化:產業·商業流程的革命

參考資料

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目錄
Product Code: US40342515

This IDC study provides IDC's top 10 predictions across social business and customer experience. These predictions provide a strategic context that will enable decision makers to partner and lead conversations around how to deliver meaningful change through technology. These predictions lay out IDC's vision for the 10 most important shifts that will happen in IT organizations over the next 36 months and will guide senior IT executives in the formation of their three-year strategic IT plan."Consumers have accelerated expectations, and increasingly, business performance will be directly linked to the superiority of the 'experience' served, rather than just goods and/or services," says Vanessa Thompson, research vice president for IDC's Communities and Collaboration program.

IDC FutureScape Figure

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

Learn More

  • Related Research
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