TECH BUYER Jan 2020 - Tech Buyer Presentation - Doc # AP45866619

IDC FutureScape: Worldwide Customer Experience 2020 Predictions — APEJ Implications

By: Lawrence CheokSenior Research Manager, William LeeResearch Director, Jessie Danqing CaiSenior Research Manager, Chris ZhangResearch Manager, IDC Asia/Pacific Software Research Group., Srinivas Sameer JavvadiMarket Analyst

On-line Presentation


This IDC Presentation discusses the Asia/Pacific (excluding Japan) regionalization of the IDC FutureScape: Worldwide Customer Experience 2020 Predictions (IDC #US45583819, October 2019). It explores 10 of the most urgent technology issues and concerns that customer experience professionals, CIOs, CMOs, and CEOs must master to differentiate themselves in the evolving CX space, from 2020 and beyond. IDC believes that in the future of customers and consumers, brands must differentiate with empathy at scale. This will require the successful orchestration of data, analytics, and intelligence to contextually and more deeply understand customers. Much of this has to do with new technologies such as artificial intelligence (AI), natural language processing (NLP), and Internet of Things (IoT) being integrated into the customer journey. This also includes the significant role that customer data plays in the experience, and how its use can either differentiate a brand or destroy the reputation of that brand.


  • 41 slides

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