target audience: TECH SUPPLIER  Publication date: Mar 2024 - Document type: IDC Survey Spotlight - Doc  Document number: # US51094524

IDC Survey Spotlight: Generative AI Can Help Cloud Service Providers Address Changing Client Expectations

By:  Chris Drake Loading


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This IDC Survey Spotlight explores the diverse ways in which customer expectations have changed over the past five years with regard to service adoption and implementation while considering how service providers can address these changes. It draws on insights from IDC's Service Provider View 2023 Survey.

Over half of those surveyed identify major changes in client expectations across numerous areas, including the need for professional services to help them plan and implement new solutions, a desire for better reporting and analytics capabilities, and a growing preference to leverage self-service options. 56% of service providers in North America and Western Europe also identify a growing preference among their customers to work with third parties when deploying new applications and digital solutions rather than develop those solutions in-house. According to Chris Drake, senior research director with IDC's Compute Infrastructure and Service Provider Trends practice, "It is essential that service providers understand and address the diverse ways in which cloud buyer preferences are evolving … going forward, more service providers are expected to invest in generative AI capabilities to help them more effectively track, analyze, and respond to changing customer needs and preferences."


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