A year of reckoning :
CX hits a wall : 30% of companies will see further declines in CX quality and lose a point of growth.
The digital crisis : 20% of CEOs will fail to act on digital transformation and put their firms at risk.
Talent widens the digital divide : Those struggling to attract scarce talent will spend up to 20% above market.
The empowered machine : Intelligent agents will directly influence 10% of purchase decisions.
The algorithm wars : 25% of brands will lack expertise in the lingua franca of intelligent agents.
The intelligent agent cocoon : Consumers, representing $24B in spend, will use intelligent agents to escape the noise.
The advertising correction : The advertising market will be flat in 2018.
The GDPR challenge : 80% of firms will not fully comply with GDPR.
Open banking lays siege : More than 50% of banks will start becoming an unintentional utility.
Retail experience harmonization : 67% of retailers will be unprepared to exploit intelligent agents.
The AI reset : 75% of early AI projects will underwhelm due to operational oversights.
Blockchain inches forward : 30% of proofs of concept will create a true foundation for blockchain.
Security for profit : 10% of firms will translate security investments into company profits.
Une année d'évaluation sur toutes les coutures pour Forrester, (une conclusion : Get aggressive, que je traduirai par "Bouger vous, alors !)