IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Predictions

IDC FutureScape Figure

• Figure: IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

• Summary of External Drivers

• Predictions: Impact on Technology Buyers

• Prediction 1: By 2024, 35% of Brands Will Openly Incentivize Consumers to Share Personal Data in Exchange for Cash Rewards, Services, and Exclusive Experiences

• Associated Drivers

• IT Impact

• Guidance

• Prediction 2: By 2024, 25% of Brands Will Partner to Build Shared Customer Data Hubs to Deliver Innovative Connected Experiences and Reduce Data Acquisition Costs

• Associated Drivers

• IT Impact

• Guidance

• Prediction 3: By 2023, 25% of Global Banks Will Use AI-Based Sentiment Analysis to Improve Customer Experience on Current and Future Products and Services

• Associated Drivers

• IT Impact

• Guidance

• Prediction 4: By 2025, 50% of the Global 2000 Will Increase Data Scientist Diversity by 50% to Improve Trust in Customer Engagements, Driven by Data Privacy and Trustworthy AI Regulations Across the Globe

• Associated Drivers

• IT Impact

• Guidance

• Prediction 5: By 2026, B2B Companies Will Use AI Interactions and Analytics Technology to Deliver Deeply Personalized Journey Engagement, Eliminating 40% of Marketing and Sales Human Touch Points

• Associated Drivers

• IT Impact

• Guidance

• Prediction 6: By 2023, 25% of Companies Will Offer Tracking Transparency for Customer Complaints, and This Will Become a Best Practice and a Driver of Brand Choice, Causing Broader Adoption by 75% of Companies by 2025

• Associated Drivers

• IT Impact

• Guidance

• Prediction 7: By 2024, 30% of Fortune 2000 Companies Will Deploy Next-Best Action Across Their Omni-Channel Environment, Driving Demand for CDPs, Omni-Channel Management, and Customer Service Solutions

• Associated Drivers

• IT Impact

• Guidance

• Prediction 8: By 2024, Organizations Will Be Forced to Revamp Their Customer Authentication Process to Reduce Friction and Recognize and Authenticate Customers Securely Within Five Seconds of Connection

• Associated Drivers

• IT Impact

• Guidance

• Prediction 9: By 2023, to Counter Digital Fatigue, 60% of Leading Organizations Will Look to Differentiate by Delivering Trusted and Memorable Engagements That Recreate Physical Experiences

• Associated Drivers

• IT Impact

• Guidance

• Prediction 10: By 2025, More Than 65% of Luxury Hotels Worldwide Will Have Deployed a Customer-Facing Smart Assistant That Leverages AI to Drive a Better Customer Experience

• Associated Drivers

• IT Impact

• Guidance

Advice for Technology Buyers

External Drivers: Detail

• Pervasive Disruption Continues — Volatility, Opportunity, and Resilience

• Embracing Digital First — New Strategies for Complexity and Ubiquity

• The Velocity of Connectedness — The Future Is Data in Motion

• Intelligence on Demand — Navigating the Torrent of Data

• Digital Ecosystem — Thriving in a Multiplatform World

• Workforce Outlook — Redefining Teams, Reinventing Models, and Rethinking Leadership

• Engagement Reimagined — From Responsive to Anticipatory

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