市場調查報告書

客戶與消費者的未來

The Future of Customers and Consumers: Defined

出版商 IDC 商品編碼 932797
出版日期 內容資訊 英文 14 Pages
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價格
客戶與消費者的未來 The Future of Customers and Consumers: Defined
出版日期: 2020年04月16日內容資訊: 英文 14 Pages
簡介

本報告提供世界各地的IDC的分析師所構成的團隊顯示的客戶與消費者的未來,消費者和品牌間的相互作用的模式,客戶,技術,品牌的變化對相互關係的影響等,由客戶與消費者雙方觀點的詳細分析,適應新數位的世界,考慮提供利用技術個性化的客戶經驗的方策的方法。

執行概述

情形概要

  • 按照經驗展開競爭的企業
    • 客戶經驗中的重要作用技術
  • 客戶與消費者的未來
    • 與客戶一同開拓未來
    • 透過資料及技術帶來的客戶經驗
    • 客戶需求與事業成果直接相關
  • 以建立與客戶的關係為目標的企業的目標與課題
    • 目標
    • 課題
    • 對應目標與課題的投資
  • FoCC技術引進的趨勢
  • FoCC引進擴大的意義

對技術解決方案採購負責人的建議

參考資料

  • 相關調查
  • 概要
目錄
Product Code: US46159920

This IDC Perspective discusses the future of customers and consumers as defined by a global team of IDC analysts. In this document we highlight a model for interactions between customers and brands through the prism of technology and prepared a framework for a deeper look at the ways in which changes in customers, technologies, and brands continues to define this dynamic relationship with the end goal being empathy@scale. In future documents, we will dig into the different elements of the future of customers and consumers from both the perspective of the customer and from the perspective of the consumer."In 2020, IDC expects companies to spend over $553 billion on customer experience technologies and services. The actual impact on the customer experience in a dynamic market and the resulting impact on the bottom-line revenue for a brand remains a question for many executives," said Alan Webber, program VP and IDC's global lead for Future of the Customer and Consumer research. "The customer is the most important part of any business, so it is critical that companies adapt to this new digital world and through the use of technology provide a differentiated experience."

Executive Snapshot

Situation Overview

  • Companies Are Competing Based Upon Experience
    • Technology Plays a Key Role in Customer Experience
  • Defining the Future of Customers and Consumers
    • The Future Starts with the Customer
    • Experiences Are Created Through Data and the Prism of Technology
    • Business Outcomes Are in Equilibrium with the Customer Desires
  • Goals and Challenges for Enterprises That Want to Create Empathy@Scale
    • Empathy@Scale Goals
    • Challenges to Empathy@Scale
    • How Companies Are Investing to Meet These Goals and Challenges
  • Adoption Waves of FoCC Technologies
  • What It Means

Advice for the Technology Buyer

Learn More

  • Related Research
  • Synopsis