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IDC FutureScape: Worldwide Customer Experience 2018 Predictions

IDC FutureScape: Worldwide Customer Experience 2018 Predictions

This IDC study explores the further impact that technology will have on customer experience including customer data privacy, analytics-driven business processes, and artificial intelligence (AI). We also look as the early impact emerging technologies, such as biometrics and enhanced human senses, will have on customer experience. Customer experience research conducted and published throughout 2018 will elaborate on these and other topics. According to Alan Webber, research director, IDC Customer Experience, "The insights and the corresponding predictions in this study are an accumulation of our global research on the evolving space of customer experience. As increasing complexity makes it more difficult to understand and differentiate between products and services, customer experience will be the key differentiator for companies going forward. Technology has reached an inflection point of impact on customer experience, and firms of all sizes and all types need to pay attention to the impact of technology on customer experience."

Please Note: Extended description available upon request.


IDC FutureScape Figure
Executive Summary
IDC FutureScape Predictions
Summary of External Drivers
Predictions: Impact on Technology Buyers
Prediction 1: By 2021, Privacy Will Have Been Redefined from the "Selective Sharing of Data" to the "Value of Data" and Digital Marketplaces Will Have Emerged That Enable Consumers to Provide Data in Return for VIP Services, with Up to 10% of Consumers in Developed Countries Participating
Associated Drivers
IT Impact
Guidance
Prediction 2: By 2020, at Least 15% of Businesses' Standard Customer Experience Decisions Will Be Handled by Algorithms as Companies Shift from Person-to-Person to Machine-to-Person Engagement and Transactions
Associated Drivers
IT Impact
Guidance
Prediction 3: By 2020, 30% of Mobile Users Will Experience Engaging, Rather than Transactional, End-to-End Interactions with Their Primary Interaction Apps, Which Will Build Lasting Loyalty to Providers
Associated Drivers
IT Impact
Guidance
Prediction 4: By 2020, 40% of Leading Brands Will Offer Their Customers Continuous Digital Customer Experiences That Span Both in Store and Out of Store; These Brands Will Enhance Their Physical Products and Locations with Augmented Digital Properties That Are Visible to Mobile Technology Users
Associated Drivers
IT Impact
Guidance
Prediction 5: By 2020, 50% of Customer-Facing G2000 Companies Will Personalize Experiences Using Biometric Data
Associated Drivers
IT Impact
Guidance
Prediction 6: By 2019, 5% of Consumers in Developed Countries Will Begin Utilizing Technology-Provided "Sixth Senses" in Their Everyday Lives
Associated Drivers
IT Impact
Guidance
Prediction 7: By 2019, 35% of Consumer Product Manufacturers Will Have Started Direct-to-Consumer Customer Experience Teams with the Long-Term Aim of Going All Direct to the Consumer
Associated Drivers
IT Impact
Guidance
Prediction 8: Augmented Reality Will Become Mainstream by 2019, with 20% of Customer Experiences Including Some Form of AR by the End of 2018
Associated Drivers
IT Impact
Guidance
Prediction 9: Natural Language Processing Will Be Driven by Understanding Intent and Not Parsing Commands with 10% of Direct Customer Interactions Using It in Some Fashion by 2021
Associated Drivers
IT Impact
Guidance
Prediction 10: By 2020, 50% of Customers Will Have Experienced a Customer Support Interaction That Is AI Based
Associated Drivers
IT Impact
Guidance
Advice for Technology Buyers
External Drivers: Detail
Accelerating DX: Technology-Centric Transformation Altering Business and Society
Pace of Change: Technology Capabilities Enable Sustainable Change at the Speed of Digital Business
Human Versus Machine: The Impact of AI and Automation
Sense, Compute, Actuate: The New Data-Centric Paradigm
Platform Disruption: Unleashing Digital Innovation's Power for Scale
Empowering the Material World: Revolutionized Processes Expand Technology Reach
Customer Experience: Driving New Organizational Models and Infrastructure Design
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