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IDC: Delivering Innovative Customer Experience Requires Enterprisewide Agile Operations

IDC: Delivering Innovative Customer Experience Requires Enterprisewide Agile Operations

Red Hat
Published by: Research Desk Released: Jul 30, 2020

Read this report to learn how IDC global analysts predict trends in improving the customer experience using artificial intelligence (AI) models, real-time data, and agile practices to personalize every touchpoint. IDC predicts that by 2024, 60% of investment in operational efficiency will shift to investment in operational responsiveness to the market for services and customization. Adopting agile practices enterprisewide is a critical step for companies that wish to compete against the likes of Amazon, Alibaba, and Apple.

Also in this report, you will discover:

  • 92.3% of business executives said that customer experience will have a greater influence over their technology buying decisions.
  • 51% of C-level executives named “not being able to provide equivalent experiences across all channels” as a top challenge.
  • 20% of revenue growth will come from “white space offerings” that combine services from previously unlinked industries.

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