target audience: TECH SUPPLIER Publication date: Apr 2024 - Document type: IDC Survey - Doc Document number: # US52029124
GenAI Implications for the Customer Experience Application Ecosystem
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Abstract
This IDC Survey shares insights from IDC's 2024 Future Enterprise Resiliency and Spending (FERS) Survey, Wave 1, which examined how business leaders (n = 881) worldwide perceive GenAI's influence on their organizations. Conducted across leaders representing various regions, technologies, departments, company sizes, and industries, IDC's FERS, Wave 1, delves into GenAI adoption issues and their impact on IT investment, governance, and partnerships.
Notably, this presentation focuses on the customer experience domain (including sales, marketing, service, and related sectors) and highlights key functional priorities for consideration within the rapidly evolving AI-everywhere landscape. While most data is presented at the global level (with some segmentation for SMB versus enterprise), additional crosstabs may be available through custom engagements.