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IDC FutureScape: Worldwide Social and Customer Experience 2017 Predictions

IDC FutureScape: Worldwide Social and Customer Experience 2017 Predictions

This IDC study provides IDC's top 10 predictions across social business and customer experience. These predictions provide a strategic context that will enable decision makers to partner and lead conversations around how to deliver meaningful change through technology. These predictions lay out IDC's vision for the 10 most important shifts that will happen in IT organizations over the next 36 months and will guide senior IT executives in the formation of their three-year strategic IT plan."Consumers have accelerated expectations, and increasingly, business performance will be directly linked to the superiority of the 'experience' served, rather than just goods and/or services," says Vanessa Thompson, research vice president for IDC's Communities and Collaboration program.

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 2017, Online Brand Ambassadors and Social Media Influencers Will Have More Marketing Power than Traditional Digital Advertising, Yet This Will Subside Through 2018 and Beyond
Associated Drivers
IT Impact
Guidance
Prediction 2: By 2017, Privacy Concerns Will Slow User Acceptance of Social Log-Ins as a Way to Access the Increasing Number of Connected Devices
Associated Drivers
IT Impact
Guidance
Prediction 3: By 2018, 50% of Customer Support Interactions Will Be Digitalized and Occur in Online Communities
Associated Drivers
IT Impact
Guidance
Prediction 4: By 2018, 70% of Organizations Will Make Operational Changes Based on Business Model Disruption Caused by the Growing Influence of CX and Social Business
Associated Drivers
IT Impact
Guidance
Prediction 5: By 2020, 40% of Commerce Transactions Will Be Enabled by Cognitive/Artificial Intelligence Personal Shoppers and Conversational Commerce Solutions
Associated Drivers
IT Impact
Guidance
Prediction 6: By 2019, 65% of Facebook Users Will No Longer Be Considered "Active" Users as They Abandon the Platform in Favor of Experience-Based Media
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 7: By 2019, 35% of Companies Will Utilize Business Networks to Impact Financial Performance Directly
Associated Drivers
IT Impact
Guidance
Prediction 8: Employee Experience Is the Fastest Way to Improve the CX, and 75% of Companies Will No Longer Conduct Annual Employee Performance Reviews and Will Eliminate Performance Ratings by 2020
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 9: By 2020, Virtual Reality Will Deliver a New Dimension to Social Media as People Record Their Experiences So They Can Replay Events and Interactions Online
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 10: By 2020, 40% of Chief Digital Officers Will Report to the Chief Experience Officer or Chief Revenue Officer as Duties Shift Beyond Customers to Include All Digital Interactions
Associated Drivers
IT Impact
Guidance
Advice for Technology Buyers
External Drivers: Detail
DX: Technology-Centric Transformation Altering Business and Society
Everything, Everywhere: The Rise of Computer-Based Intelligence
DX Delta: Industry Leaders Widen Performance Gap
Platform Economy: The Ecosystem Battle for Scale
Innovation Impasse: Systems of Record Constrain Evolution
Connected Conflict: Convergence of Technology and Privacy
Materialization: Revolutionizing Industrial and Commercial Processes
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