Worldwide Customer Experience Services Market Shares, 2020

This IDC study discusses worldwide customer experience services market shares for 2020."The pressure of sudden consumer and business change caused by the COVID-19 pandemic created huge challenges for CX services vendors in what was already a highly competitive vendor landscape," said Sangeetika Srivastava, senior research analyst in IDC's Worldwide Services Group. "But this crisis also created new opportunities for vendors that helped the client pivot quickly to new offerings, channels, and operating models. Vendors must learn the lessons of the 2020 pandemic while helping clients grow in the new 'post-COVID-19' environment."