市場調查報告書

IDC FutureScape:2021年全球客戶和消費者預測

IDC FutureScape: Worldwide Future of Customer and Consumer 2021 Predictions

出版商 IDC 商品編碼 968058
出版日期 內容資訊 英文 19 Pages
訂單完成後即時交付
價格
IDC FutureScape:2021年全球客戶和消費者預測 IDC FutureScape: Worldwide Future of Customer and Consumer 2021 Predictions
出版日期: 2020年10月27日內容資訊: 英文 19 Pages
簡介

新的冠狀病毒感染(COVID-19)大流行對客戶體驗產生了重大影響,並且隨著公司審查與客戶互動的規則,品牌與客戶之間的對話。也正在改變。隨著諸如人工智能以及數據和信息等新技術的引入成為客戶體驗的核心,公司正在使用最佳技術來構建平台,而公司高管也在與客戶合作。有必要更好地理解對於建立同情關係至關重要的技術。

該報告為客戶和消費者提供全球預測,為技術採用者提供建議並分析圍繞客戶和消費者的各種外部因素。

IDC FutureScape圖表

執行摘要

IDC FutureScape預測

  • 外部增長因素概述
  • 預測:對技術購買者的影響
    • 預測1:到2021年,將有65%的組織將通過自動化操作和非接觸式體驗轉向數字優先,從而使物理接觸成為過去。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測2:到2023年,在同情經歷和安全方面,40%的公司會比那些沒有的公司有更好的發展。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測3:在2022年,三分之一的《財富》 500強B2C品牌主管將需要擴大對 "消費者娛樂" 應用程序的使用,以服務Z和Alpha消費者。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測4:到2025年,將有25%的G2000公司看到消費者製作的視頻對收入和客戶滿意度得分的影響。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測5:到2021年,在數字化轉型使其能夠快速輕鬆地適應新業務環境的公司中,客戶支出將增長25%。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測6:到2024年,將有85%的技術採購人員選擇成熟的合作夥伴,這些合作夥伴可以加速創新以滿足反覆無常的消費者的需求。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測7:到2023年,將有65%的組織將使用鏈接到企業應用程序的標準化工作流來穩定地管理用戶定義的應用程序,這將增強客戶數據的安全性。有可能提供出色的CX。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測8:到2022年底,預計80%的公司將創建或修訂有關社會責任的文件,使客戶能夠找到並推薦社會原因。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測9:到2021年,70%的新移動應用程序將使消費者的數字體驗更加人性化,並使數字第一的新世界更加友好和安全。
      • 相關增長動力
      • 對IT的影響
      • 指導
    • 預測10:到2024年,隱私將重新定義為 "數據價值" ,供應商將提供忠誠度服務以交換消費者數據,這將導致60個發達國家的消費者。
      • 相關增長動力
      • 對IT的影響
      • 指導

給技術購買者的建議

外部增長因素:詳細信息

  • 加速動盪:危機,韌性,機會
  • 戰略創新:從現在開始努力實現未來公司
  • 新的日常生活:彈性的業務模型和運營模型
  • 在各種情況下利用信息:數據可促進行動
  • 數字平台:大型生態系統
  • 可靠性危機:應對不斷上升的期望
  • 重新定義客戶參與度:安全,可靠,可持續的數字體驗

參考

  • 相關研究
目錄
Product Code: US46909620

This IDC study explores the impact that technology will have on customer experience and the future of engagement and empathy between brand and customer.According to Alan Webber, program vice president, Customer Experience Applications at IDC, "The customer experience, like every space, is being significantly impacted by COVID-19, rewriting rules about how to engage with customers and changing the conversation between the brand and customer. We see new technologies such as AI becoming extremely relevant. We see end customers adopting significant levels of technology to compensate for the technology used by brands. We see data and intelligence becoming the core of any customer experience. We see vendors trying to build out platforms while still maintaining the best of their technologies. The turmoil isn't over as brands try to bridge the physical and digital worlds. CMOs, CIOs, CFOs, and CEOs must understand and appreciate the technologies critical to build long-term immersive, empathetic relationships with their customers."

IDC FutureScape Figure

Executive Summary

IDC FutureScape Predictions

  • Summary of External Drivers
  • Predictions: Impact on Technology Buyers
    • Prediction 1: By 2021, 65% of Organizations Will Have Shifted to Digital First Through Automated Operations and Contactless Experiences, as Physical Interactions Become an Amenity of the Past
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 2: By 2023, Enterprises That Excel at Empathy and Safety at Scale Will Outperform Those That Don't by 40%
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 3: By 2022, One-Third of All Fortune 500 B2C Brands Will Task a C-Suite Executive with Growing the Use of "Consumertainment" Apps to Reach Gen Z and Gen Alpha Buyers
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 4: By 2025, 25% of the Global 2000 Will Demonstrate the Impact of Consumer-Generated Video on Earnings and Customer Satisfaction Scores
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 5: In 2021, Customers Will Spend 25% More with Companies Whose Digital Transformation Enables Quick and Easy Adaptation to the New Business Context
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 6: By 2024, 85% of Tech Buyers Will Select Established Partners That Innovate Faster and Faster to Keep Up with the Demands Created by Capricious Consumers
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 7: By 2023, 65% of Organizations Will Regain Control of User-Defined Apps Stables Using Standardized Workflows Linked to Enterprise Apps for Improved Customer Data Security and Delivery of Superior CX
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 8: By the End of 2022, 80% of Corporations Will Develop or Modify Social Responsibility Statements and Enable Their Customers in Finding and Promoting Social Causes
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 9: In 2021, 70% of New Mobile Applications Will Focus on Humanizing the Digital Experience for Consumers and Making This New Digital-First World More Relatable and Reassuring
      • Associated Drivers
      • IT Impact
      • Guidance
    • Prediction 10: By 2024, Privacy Will Be Redefined as the "Value of Data," and Vendors Will Provide Loyalty Services in Exchange for Consumer Data with 60% of Consumers in Developed Countries Participating
      • Associated Drivers
      • IT Impact
      • Guidance

Advice for Technology Buyers

External Drivers: Detail

  • Accelerated Disruption - Crisis, Resilience, and Opportunity
  • Strategic Innovation - Shaping the Future Enterprise Today
  • The Next Normal - Resilient Business and Operating Models
  • Intelligence Everywhere - Data Drives Action
  • Digital Platform - Ecosystems at Scale
  • Crisis of Trust - Meeting Rising Expectations
  • Customer Engagement Redefined - Safe, Secure, and Sustainable Digital Experience

Learn More

  • Related Research