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IDC FutureScape: Worldwide Customer Experience 2019 Predictions

IDC FutureScape: Worldwide Customer Experience 2019 Predictions

This IDC study provides the top 10 predictions and underlying drivers that we expect to impact customer experience in 2019 and beyond.According to Alan Webber, research director, IDC Customer Experience, "Providing a differentiated customer experience is becoming more difficult for brands. Yes, customers are integrating more technology into their lives that results in more channels engage with and more data for the brand, it also makes it more difficult to provide a consistent experience across those channels to effectively and contextually target those customers with the right experience without more technology. It is becoming a never-ending cycle."

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 2020, to Meet GDPR-Type Regulations and Improve the Customer Experience, 50% of Global Companies Will Integrate Progressive Consent Opportunities into All Stages of the Customer Journey
Associated Drivers
IT Impact
Guidance
Prediction 2: By 2024, 45% of Organizations Will Differentiate Their Customer Experience with IoT Order Signals, Real-Time Status Visibility, and Granular Delivery Times to Portfolios of Heterogeneous Locations
Associated Drivers
IT Impact
Guidance
Prediction 3: By 2021, Businesses Offering Frictionless Experiences Across Their Ecosystem Will Experience a Decrease of 20% in Customer Attrition
Associated Drivers
IT Impact
Guidance
Prediction 4: By 2024, 20% of B2C Companies Will Digitize, Automate, and Animate Physical Outlets so That Their Processes and People Create New Customer Learning, Enjoying, Purchasing, and Fulfillment Journeys
Associated Drivers
IT Impact
Guidance
Prediction 5: By 2022, 20% of Buyer Journeys Will Be Transformed into Joyful, Exciting, Colorful, Fun Experiences Through the Provision of Integrated, Personalized, Digitally Connected Multimedia
Associated Drivers
IT Impact
Guidance
Prediction 6: By 2022, 35% of CX-Focused Organizations Will Adopt "Commerce Everywhere" Business Models and Generate 50% of Revenue Through Contextual Discovery Experiences
Associated Drivers
IT Impact
Guidance
Prediction 7: With the Adoption of Technologies Like AI, Analytics, and Big Data, by 2020, 10% of Companies Will Begin to Integrate Personalized Brand Promises into the Experience a Customer Receives
Associated Drivers
IT Impact
Guidance
Prediction 8: The Adoption of IoT, Mobile Devices Apps, and NLP Will by 2021 Allow 10% of Companies to Be Interacting Overtly and Covertly with Consumers Through These Channels Almost 24 Hours a Day, Every Day
Associated Drivers
IT Impact
Guidance
Prediction 9: By 2022, 30% of Enterprises Will Use Interactive Conversational Speech Technologies to Power Customer Engagement Across Marketing, Sales, and Service
Associated Drivers
IT Impact
Guidance
Prediction 10: By 2021, 30% of Enterprises Will Exploit AI and Advanced Customer Analytics to Suggest Innovative Customer Experience Actions That Deliver Value from a Segment, Persona, or Individual Customer Perspective
Associated Drivers
IT Impact
Guidance
Advice for Technology Buyers
External Drivers: Detail
Next Chapter of DX: Technology-Driven Transformation Altering Business and Society
The Race to Innovate: Speed of Change, Delivery, and Operations Separates Thrivers and Survivors
Platforms, Platforms, Platforms: Industry Competes for Innovation at Scale
Sense, Compute, Actuate: Turning Data into Value
Emerging Autonomy: Learning to Live with AI
Rising Customer Expectations: More Convenience, Customization, and Control
Reimagining the Material World: Revolutionized Processes Expand Technology Reach
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