Read this report to learn how IDC global analysts predict trends in improving the customer experience using artificial intelligence (AI) models, real-time data, and agile practices to personalize every touchpoint. IDC predicts that by 2024, 60% of investment in operational efficiency will shift to investment in operational responsiveness to the market for services and customization. Adopting agile practices enterprisewide is a critical step for companies that wish to compete against the likes of Amazon, Alibaba, and Apple.
Also in this report, you will discover:
- 92.3% of business executives said that customer experience will have a greater influence over their technology buying decisions.
- 51% of C-level executives named “not being able to provide equivalent experiences across all channels” as a top challenge.
- 20% of revenue growth will come from “white space offerings” that combine services from previously unlinked industries.