target audience: TECH BUYER Publication date: Dec 2022 - Document type: Tech Buyer Presentation - Doc Document number: # US49918322
The Future of Connectedness: Top Connectivity Investments to Drive Enterprise Customer Agility
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Abstract
This IDC Tech Buyer Presentation examines how enterprise connectivity challenges, business initiatives, investments, and priorities for connectedness are aligned to enterprise customer agility goals. This presentation is part three of a series of four enterprise-focused presentations that analyzes data from IDC's 2022 Future of Connectedness Survey. The survey respondents were either the primary decision maker or part of a team within the enterprise that makes connectivity investment decisions. These top purchasing decisions become the drivers of agility and fit within one of the four cornerstones of agility that the future enterprise can achieve as part of its larger transformation strategy.
IDC views customer agility as a business outcome that centers around an organization's ability to leverage connectivity, data, and intelligence to interact with and understand customer needs, as well as predict customer behavior. The end outcome is customers feeling as though they are in control of the interaction, situation, or transaction. IDC survey data shows that more than half of enterprises are increasing investment in customer analytics, dedicated mobile applications, video chat, omni-channel platforms, and contact center-as-a-service (CCaaS) offerings over the next 12 months to help improve customer interactions and experience.