Key Global CX Customer Perspectives, 2021 Report

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Mar 12, 2021, 14:45 ET

DUBLIN, March 12, 2021 /PRNewswire/ -- The "2021 Predictions - COVID-19 Accelerates CX Investments" report has been added to ResearchAndMarkets.com's offering.

This study's overall objective is to measure the current use and future decision-making behavior toward information technology (IT) and telecommunications across industries, regions, and business sizes.

Industries include insurance and agriculture/food and beverages, banking/finance/insurance, education, energy and utilities, government, healthcare, high tech, manufacturing, retail/wholesale, transportation/storage, travel and hospitality, and professional services.

The COVID-19 pandemic wreaked havoc in 2020 and continues to harm people, businesses, and economies. Accelerated vaccine deployment, a strong rebound in consumer demand, faster services sector recovery could enable full GDP recovery by mid-2021 (optimistic scenario). Full recovery will be pushed out beyond 2021 in case of multiple fresh outbreaks, lockdown extensions, and delayed vaccine administration (pessimistic scenario).

Delivering excellent customer experience became especially tough for specific sectors, specifically, travel and hospitality, manufacturing, retail, and transportation.

In the meantime, technology trends took off - everyone is using video conferencing now, and companies are accelerating moving applications to the cloud. This survey found that 80% of CX applications are expected to be in the cloud by 2023. Companies will invest in the Internet of Things (IoT) and artificial intelligence and (AI) technologies sooner than initially predicted to automate processes and improve the customer experience.

Technologies assessed are the following: enterprise mobility management, digital commerce, communications & collaboration, data centers & cloud infrastructure, digital marketing (omnichannel marketing, marketing automation), customer experience (CX), cybersecurity, enterprise content management (ECM), enterprise resource planning (ERP), internet of things (IoT), AI, digital visualization, blockchain, and big data analytics.

IT and safety issues that have emerged from the pandemic prevent some companies from investing in transformative technologies, yet COVID-19 challenges have initiated more companies to accelerate investments than slow them down. This will have a positive impact on the IT sector as a whole.

CX is a top priority for IT investments, followed by marketing and sales, which are also customer-related. Companies are investing in CX self-serve, digital marketing, and digital commerce.

The study will enable your organization to:

Key benefits for CX solution providers and end-user organizations:
Understand the impact of COVID-19
Identify the IT-related challenges organizations face today
Monitor the status of digital transformation
Assess the current and future use of business communications technologies
Evaluate factors that drive investments in communications technologies
Gauge IT and communications trends
Appraise available IT budgets
Discover opportunities in different regions, verticals, and business size

Key Topics Covered:

1. Research Objectives and Methodology

Research Objectives
Benefits of Research
Research Methodology
Sample Distribution - Country

2. Respondent and Organization Profile

Respondent Profile - Decision-Making Authority
Respondent Profile - Familiarity with IT Budget
Respondent Profile - Involvement in IT-Related Purchases
Organization Profile - Industry Segments
Organization Profile - Size of Organization

3. Executive Summary

Introduction
Top IT Challenges Faced by Organizations: Global, 2021
Top Predictions for 2021

4. The Strategic Imperative

Why is it Increasingly Difficult to Grow?
The Strategic Imperative
The Impact of the Top Three Strategic Imperatives on the CX Industry
Growth Opportunities Fuel the Growth Pipeline Engine

5. Macro Economic Factors Impacting the CX Industry

2020 Global Economic Highlights
2008-2020 GDP Growth
Top 2021 Global Economic Predictions
2021 Scenario Analysis: Quarterly Global Growth
Advanced Economies: Predictions for 2021
Emerging Economies: Predictions for 2021

6. Key Global CX Customer Perspectives

Top Business Goals, Global, 2021
Top Factors Preventing Investments in Transformative Technologies, Global, 2021
Top Departments to Procure Digital Transformation Budgets, Global, 2021
How Organizations Measure Digital Transformation Success, Global, 2021
Rise in Remote Work Due to COVID-19 by Industry, Global, 2021
Top Industries Impacted by Low Employee Morale Due To COVID-19, Global, 2021
Top IT Challenges Supporting Remote Workers, Global, 2021
Impact Of COVID-19 On Digital Transformation Strategy And Investments, Global, 2021
Key Digital Transformation Objectives Accelerated by COVID-19, Global, 2021
Top Investment Priorities, Global, 2021 to 2022
Post-pandemic Plans for Technology Investments, Global, 2021 to 2022
Future Deployment "In the Cloud," Global, 2020 to 2022
Decision-Making Factors for Selecting a Cloud or Cloud Communications Provider, Global, 2021
Top Transformative Digital Solutions Used Today, Global, 2021
Top Priorities for Investment In Transformative Technologies, Global, 2021 to 2022
Top Competitive Advantages of AI Implementations, Global, 2021
Top Reasons for AI Investments, Global, 2020 to 2022
Importance Of AI Features/Capabilities to Enhance Enterprise Communications and Contact Center Capabilities, Global, 2020
Benefits Of AI For Business Communications And Contact Center Capabilities, Global, 2020
Risks of Using AI, Global, 2021
Top Purchase Decision Factors in Selecting Big Data Analytics Solutions, Global, 2021
Features Lacking in Big Data Solutions, Global, 2021
Top Purchase Decision Factors in Selecting Marketing Automation Software, Global, 2021
Top CX Priorities, Global, 2021 to 2022
Top CX Priorities by Vertical, Global, 2021 to 2022
Top Challenges To Delivering Excellent CX, Global, 2021

7. Regional Predictions, 2021

8. Growth Opportunity Universe, 2021

Growth Opportunities

9. Key Conclusions

For more information about this report visit https://www.researchandmarkets.com/r/lscjvt

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Research and Markets
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SOURCE Research and Markets