target audience: TECH BUYER Publication date: Oct 2021 - Document type: IDC FutureScape - Doc Document number: # US48297321
IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Predictions
Table of Contents
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IDC FutureScape Figure
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Figure: IDC FutureScape: Worldwide Future of Customer and Consumer 2022 Top 10 Predictions
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Executive Summary
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IDC FutureScape Predictions
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Summary of External Drivers
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Predictions: Impact on Technology Buyers
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Prediction 1: By 2024, 35% of Brands Will Openly Incentivize Consumers to Share Personal Data in Exchange for Cash Rewards, Services, and Exclusive Experiences
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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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
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Associated Drivers
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IT Impact
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Guidance
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Advice for Technology Buyers
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External Drivers: Detail
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Pervasive Disruption Continues — Volatility, Opportunity, and Resilience
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Embracing Digital First — New Strategies for Complexity and Ubiquity
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The Velocity of Connectedness — The Future Is Data in Motion
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Intelligence on Demand — Navigating the Torrent of Data
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Digital Ecosystem — Thriving in a Multiplatform World
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Workforce Outlook — Redefining Teams, Reinventing Models, and Rethinking Leadership
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Engagement Reimagined — From Responsive to Anticipatory
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Learn More
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Related Research
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