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IDC FutureScape: Worldwide Customer Experience 2020 Predictions

IDC FutureScape: Worldwide Customer Experience 2020 Predictions

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."

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 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
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