target audience: TECH BUYER Publication date: Aug 2024 - Document type: Tech Buyer Presentation - Doc Document number: # US51620824
Market Trends for CX Tech Buyers, 3Q24
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Abstract
This IDC Tech Buyer Presentation focuses primarily on the results of IDC's 2024 Future Enterprise Resiliency and Spending Survey, Wave 5. The monthly survey helps understand how IT and business leaders are assessing spending plans and budgets in the current and next 12-month economic environment. This quarter's presentation also offers a view into key factors, top initiatives, and which organizational functions are implementing or planning to implement digital platforms and improve collaboration among industry ecosystem partners.
To grow and sustain customer relationships in blended physical and digital channels and engagements, CX and IT leaders need to double down on unified customer data repositories, demonstrate impact and value from customer data platforms by measuring key CX metrics and outcomes, and activate customer data outside of marketing use cases.
Finally, the global survey investigates the current state of generative AI adoption and what will be organizations' primary approaches for generative AI model training and tuning. The importance of high-quality data and continuous monitoring of generative AI models to remove bias and instill confidence in model outputs can never be underestimated.
This presentation is primarily focused on technology buyers; however, the survey data and insights will also be valuable for technology suppliers.