市場調查報告書

IDC FutureScape:客戶經驗的全球市場的預測 (2020年)

IDC FutureScape: Worldwide Customer Experience 2020 Predictions

出版商 IDC 商品編碼 574557
出版日期 內容資訊 英文 19 Pages
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IDC FutureScape:客戶經驗的全球市場的預測 (2020年) IDC FutureScape: Worldwide Customer Experience 2020 Predictions
出版日期: 2019年10月31日內容資訊: 英文 19 Pages
簡介

本報告提供IDC的客戶經驗的10大預測相關之系統性資訊。

IDC FutureScape價值

摘要整理

IDC FutureScape的預測

  • 外部促進因素的摘要
  • 預測:對技術買主的影響
    • 預測1:到2023年,全球2000家B2B / B2C公司中有45%將利用AI,大數據和交互式計算來使用智能個性化技術來實現基於上下文的客戶參與
    • 預測2:到2025年,將有60%的主要消費者品牌和零售商使用情感檢測和管理來增強客戶參與度
    • 預測3:到2022年,全球2000家公司每年將在大數據分析和AI解決方案上投資超過1000億美元,以改善客戶數據的獲取和分析
    • 預測4:到2022年,將有75%的公司將AI嵌入針對客戶的技術和流程中
    • 預測5:到2023年,將有65%的消費者使用語音,圖像和AR與移動設備上的品牌進行互動,從而擴展物理和數位體驗
    • 預測6:到2022年,35%的組織將實施積極的員工體驗計劃,該計劃將融合現代和有趣的數位體驗並支持品牌親和力
    • 預測7:到2024年,將有25%的國際品牌與AI和人工翻譯平台簽約,以提供與情境相關的多渠道本地化和個性化體驗
    • 預測8:到2021年,全球35%的品牌將把微妙的公司地位所帶來的影響納入他們的體驗策略
    • 預測9:到2024年,40%的消費者和企業將從事產品和服務的“持續商業”
    • 預測10:到2022年,全球40%的公司將激活並優化其前10名

給技術買主的建議

外部的促進因素:詳細內容

參考資料

  • 相關調查

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目錄
Product Code: US45583819

This IDC study explores the impact that technology will have on customer experience.According to Alan Webber, program vice president for Customer Experience at IDC, "The customer experience space is in a period of significant shift - we see new technologies such as AI becoming extremely relevant, we see end customers adopting significant levels of technology, and we see vendors trying to establish themselves as the platform of choice. It is a bit of the Wild West of technology right now as end-user companies employ technology to strive to differentiate themselves and this makes it difficult for CMOs, CIOs, and CEOs to really understand what technologies they should be investing in to build that long-term engagement with their customers."

IDC FutureScape Figure

Executive Summary

IDC FutureScape Predictions

  • Summary of External Drivers
  • Predictions: Impact on Technology Buyers
    • Prediction 1: By 2023, 45% of Global 2000 B2B/B2C Enterprises Will Exploit Smart Personalization for Context-Based Customer Engagement, Utilizing AI, Big Data, and Conversational Computing
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 2: By 2025, 60% of Leading Consumer Brands and Retailers Will Enhance Customer Engagements Using Emotion Detection and Management to Influence Purchasing
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 3: By 2022, the Global 2000 Businesses Will Be Investing Over $100 Billion Annually on Big Data, Analytics, and AI Solutions Targeted at Improving Their Customer Data Acquisition and Analysis
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 4: By 2022, 75% of Enterprises Will Embed Artificial Intelligence into Customer-Facing Technologies and Processes Using AI-Based Software to Discover Operational and Experiential Insights to Guide Innovation
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 5: By 2023, 65% of Consumers Will Be Using Voice, Images, and AR for Interacting with Brands with Their Mobile Device, Extending Physical and Digital Experiences
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 6: By 2022, 35% of Organizations Will Be Running Active Employee Experience Programs That Incorporate Modern and Enjoyable Digital Experiences and Support Brand Affinity
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 7: By 2024, 25% of International Brands Will Contract with AI and Human Translation Platforms to Provide Multichannel Localization and Personalization Experience That Is Contextually Relevant
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 8: By 2021, 35% of Global Brands Will Factor the Impact of Controversial Company Positions in Social, Environmental, or Political Causes into Their Experience Strategy
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 9: By 2024, 40% of Consumers and Businesses Will Engage in "Continuous Commerce" for Products and Services, Opting In to Automated Transactions Enabled by Data-Driven Predictive Analytics and IoT
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 10: By 2022, 40% of Global Enterprises Will Have Activated and Optimized Their "Golden" Top 10 Cross-Departmental End-to-End Omni-Channel Customer Experience Journeys
      • Associated Drivers
      • IT Impact
      • Guidance

Advice for Technology Buyers

External Drivers: Detail

  • Intelligence Everywhere: AI's Opportunity and Implications
  • Rising Customer Expectations: More Convenience, Customization, and Control
  • Sense, Compute, Act: Maximizing Data Value
  • The Future of Work: Agile, Augmented, Borderless, and Reconfigurable
  • Economies of Intelligence: AI, Human, and Organizational "Learning" Fuels Asymmetrical Advantage
  • Demographic Paradox: A Widening Geo-Economic and Political Faultline

Learn More

  • Related Research
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