IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Predictions
This IDC study explores the future impact that technology will have on customer experience and the engagement between brand and customer.According to Alan Webber, program vice president, Customer Experience Applications at IDC, "COVID-19 caused significant shifts is almost everything, including how companies and customers interact, engage, and transact. The key finding is that so many companies spoke about how far along they were in the digital transformation, but this didn't include digitally transforming how to engage customers and consumers. When the pandemic forced their hand, it became obvious that they might have digitally transformed their ERP system or components of their procurement system but had not done the hard work to be able to really engage digitally with customers. Of course, technology will be the cornerstone of any efforts, and brands try to reestablish relationships with customers and consumers in a new version of the physical and digital world."
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 2024, 35% of Brands Will Openly Incentivize Consumers to Share Personal Data in Exchange for Cash Rewards, Services, and Exclusive Experiences
- Associated Drivers
- IT Impact
- Guidance
- Prediction 2: By 2024, 25% of Brands Will Partner to Build Shared Customer Data Hubs to Deliver Innovative Connected Experiences and Reduce Data Acquisition Costs
- Associated Drivers
- IT Impact
- Guidance
- Prediction 3: By 2023, 25% of Global Banks Will Use AI-Based Sentiment Analysis to Improve Customer Experience on Current and Future Products and Services
- Associated Drivers
- IT Impact
- Guidance
- Prediction 4: By 2025, 50% of the Global 2000 Will Increase Data Scientist Diversity by 50% to Improve Trust in Customer Engagements, Driven by Data Privacy and Trustworthy AI Regulations Across the Globe
- Associated Drivers
- IT Impact
- Guidance
- Prediction 5: By 2026, B2B Companies Will Use AI Interactions and Analytics Technology to Deliver Deeply Personalized Journey Engagement, Eliminating 40% of Marketing and Sales Human Touch Points
- Associated Drivers
- IT Impact
- Guidance
- Prediction 6: By 2023, 25% of Companies Will Offer Tracking Transparency for Customer Complaints, and This Will Become a Best Practice and a Driver of Brand Choice, Causing Broader Adoption by 75% of Companies by 2025
- Associated Drivers
- IT Impact
- Guidance
- Prediction 7: By 2024, 30% of Fortune 2000 Companies Will Deploy Next-Best Action Across Their Omni-Channel Environment, Driving Demand for CDPs, Omni-Channel Management, and Customer Service Solutions
- Associated Drivers
- IT Impact
- Guidance
- Prediction 8: By 2024, Organizations Will Be Forced to Revamp Their Customer Authentication Process to Reduce Friction and Recognize and Authenticate Customers Securely Within Five Seconds of Connection
- Associated Drivers
- IT Impact
- Guidance
- Prediction 9: By 2023, to Counter Digital Fatigue, 60% of Leading Organizations Will Look to Differentiate by Delivering Trusted and Memorable Engagements That Recreate Physical Experiences
- Associated Drivers
- IT Impact
- Guidance
- Prediction 10: By 2025, More Than 65% of Luxury Hotels Worldwide Will Have Deployed a Customer-Facing Smart Assistant That Leverages AI to Drive a Better Customer Experience
- Associated Drivers
- IT Impact
- Guidance
- Advice for Technology Buyers
- External Drivers: Detail
- Pervasive Disruption Continues — Volatility, Opportunity, and Resilience
- Embracing Digital First — New Strategies for Complexity and Ubiquity
- The Velocity of Connectedness — The Future Is Data in Motion
- Intelligence on Demand — Navigating the Torrent of Data
- Digital Ecosystem — Thriving in a Multiplatform World
- Workforce Outlook — Redefining Teams, Reinventing Models, and Rethinking Leadership
- Engagement Reimagined — From Responsive to Anticipatory
- Learn More
- Related Research
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