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IDC FutureScape: Worldwide Customer Experience and Digital Commerce 2016 Predictions

IDC FutureScape: Worldwide Customer Experience and Digital Commerce 2016 Predictions

This IDC study describes the key drivers affecting IT and business decision makers as they develop or revise their organizations' customer experience (CX) and digital commerce (DC) strategy and create plans for their 2016 resource allocation for CX/DC initiatives. The study further lays out the top 10 predictions for CX/DC initiatives in response to the aforementioned trends. Each CX/DC prediction is assessed on the basis of its complexity, organizational impact, and time frame to expected mainstream adoption."It is clear that in an effort to address customer experiences with organizations, a multitude of internal processes and external ecosystems require a comprehensive rethinking from direct customer handling to business networks to proficient employee skill sets," said Mary Wardley, vice president, CRM Applications and Customer Experience.


IDC FutureScape Figure
IDC Opinion
In This Study
Situation Overview
Summary of Key Drivers
IDC FutureScape Predictions
Prediction 1: By the End of 2016, Only 10% of Organizations Will Have Entered the Third Generation of Digital Commerce
Associated Drivers
IT Impact
Guidance
Prediction 2: During 2016, Third-Generation Digital Commerce Will Be Led by the Addition of "Buy" Buttons in Communities
Associated Drivers
IT Impact
Guidance
Prediction 3: Cloud-Based Contact Centers Will Lead Adoption in New Software Sales by 2017, Undermining Long-Standing Market Leadership Positions
Associated Drivers
IT Impact
Guidance
Prediction 4: By 2017, Simplified Customer Experience and Digital Commerce Applications Focused on SMBs Will Provide Similar Integrated Functionality to That Available to Large Organizations
Associated Drivers
IT Impact
Guidance
Prediction 5: Business Networks, Today Associated Mostly with Procurement, Will Be the Most Common Solution for B2B Commerce Across All Industries and Processes by 2018
Associated Drivers
IT Impact
Guidance
Prediction 6: By 2018, 80% of B2C and 60% of B2B Organizations Will Overhaul Their "Digital Front Door" But Will Fail to Create Consistency Across Channels Without a Concerted Imperative to Do So
Associated Drivers
IT Impact
Guidance
Prediction 7: By 2017, Three Out of Five Companies with a CX Strategy Will Appoint a CX Executive with Dedicated Resources and Independent of the CMO or Other Department Alignment
Associated Drivers
IT Impact
Guidance
Prediction 8: Customer Success Managers, Commonly Used by Cloud Software Companies, Will Become a Standard Job Role in All Industries by 2018
Associated Drivers
IT Impact
Guidance
Prediction 9: IDC Expects Only 20% of B2B Organizations to Have Moved to Sales 2.0 by 2018
Associated Drivers
IT Impact
Guidance
Prediction 10: The Transition from Chief Sales Officer to Chief Revenue Office Will Be Complete by 2020
Associated Drivers
IT Impact
Guidance
Essential Guidance
Key Drivers
DX: Accelerating Business Disruption from Digital Transformation
Cy-Q: An Interconnected, Informed, Interactive, Intrusive, Intelligent, and Cognitive Ecosystem
Talent Quest: High Demand for Next-Generation Business/IT Skills — Scarce Supply
Cloud Life: The Merging of Real Life with Digital Identity
Connected Well-Being: Convergence of Mobile, Social, and Sensors
Shifting Gears: The Slowing Pace of IT Productivity
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Related Research
Synopsis

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