IDC FutureScape Figure

Executive Summary

IDC FutureScape Predictions

Summary of External Drivers

Predictions: Impact on Technology Buyers

Prediction 1: By 2022, 50% of Operators Will Have Implemented Systems for Personalized Experiences and Suggestions, Improving CSAT by 25% and Lifting Revenue by 15%

Associated Drivers

IT Impact

Guidance

Prediction 2: By 2023, 85% of Guest-Facing Experiences in Travel and Hospitality Will Be Conducted Through Autonomous Channels, Improving Customer Satisfaction Scores by 20% and Achieving Labor Savings of 15%

Associated Drivers

IT Impact

Guidance

Prediction 3: Driven by Cloud-Enabled and Data-Rich Ecosystems, by 2022, 35% of Hospitality and Travel Operators Will Increase/Add Collaborations with Consulting and Integration Partners, Increasing Speed of DX by 30%

Associated Drivers

IT Impact

Guidance

Prediction 4: By 2026, 50% of Hospitality and Travel Operators Will Solve Data Visibility and Integration Challenges to Fully Automate Intelligent Tasks and Open Communications Between Employees and Data Processes

Associated Drivers

IT Impact

Guidance

Prediction 5: Driven by Persistent Effects of the Pandemic, by 2024, 30% of Operators Will Leverage DX Investment to Support Alternative Business Models, Lifting Net Margin by 10% and Increasing Customer Loyalty by 20%

Associated Drivers

IT Impact

Guidance

Prediction 6: As a Result of Rapid Migrations to the Cloud, by 2024, 60% of Hospitality/Travel Providers Will Integrate Edge Strategies to Enable Faster Innovation, Reducing Costs by 15% and Improving CX by 20%

Associated Drivers

IT Impact

Guidance

Prediction 7: By 2025, 75% of Hospitality/Travel Organizations Will Assign Environmental KPIs to IT Outcomes and Requirements for Partners to Meet Environmental Sustainability Goals, Resulting in a 45% Lift in Loyalty

Associated Drivers

IT Impact

Guidance

Prediction 8: By 2025, 75% of Operators Will Implement Systems to Accept Modernized Payments, with 15% Also Accepting Cryptocurrencies Through Decentralized Marketplaces, Increasing Loyalty by 20%

Associated Drivers

IT Impact

Guidance

Prediction 9: By 2025, 95% of Hospitality and Travel Operators Will Embed AI into Inventory Processes to Secure Supply Chain Integrity with Predictive Intelligence, Improving Efficiencies by 30% and Reducing Cost by 25%

Associated Drivers

IT Impact

Guidance

Prediction 10: By 2027, 45% of Hospitality and Travel Providers Will Utilize Self-Sovereign Identity Protocols, Powered by Blockchain for Customer ID, Reducing Fraud by 25% and Increasing Customer Loyalty by 30%

Associated Drivers

IT Impact

Guidance

Advice for Technology Buyers

External Drivers: Detail

Pervasive Disruption Continues -- Volatility, Opportunity, and Resilience

The Future Enterprise -- Thriving in a Jungle of Agile Innovation

Embracing Digital First -- New Strategies for Complexity and Ubiquity

The Velocity of Connectedness -- The Future Is Data in Motion

Intelligence on Demand -- Navigating the Torrent of Data

Digital Ecosystem -- Thriving in a Multiplatform World

Engagement Reimagined -- From Responsive to Anticipatory

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