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Worldwide and U.S. Customer Experience Services Forecast, 2023-2027

PAGES: 18 Pages
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This IDC study provides an analysis of the worldwide customer experience (CX) services market for the 2023-2027 forecast period."With the pandemic starting to fade into the rearview mirror, enterprises could be forgiven for thinking that the worst is behind them and that they're entering a time of much-needed stability. But unfortunately, nothing could be further from the truth," said Douglas Hayward, research director for Customer Experience Services at IDC. "Social, political, demographic, cultural, and technological changes are not just continuing but feel like they are accelerating. Enterprises and government bodies have no choice but to continually improve the way they engage with customers and taxpayers to ensure their financial and political futures. That means creating and launching new offerings and driving technology, organizational, and cultural change internally. CX services vendors will play an important part in all this, and the vendors that prosper best in 2023-2027 will be those that deeply understand both their clients and their clients' customers and that can use that deep understanding to drive transformational business change for their clients."

Product Code: US49360722

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

  • Worldwide CX Services by Macroregion and Segment
  • U.S. CX Services by Segment

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Personalization Grows in Importance as Consumers Demand Products and Services Tailored to Their Needs
      • Generative AI Promises Disruptive Marketing
      • Customer Experience Remains a Priority for Organizations Worldwide
    • Inhibitors
      • Economic and Political "Wild Cards"
      • Talent Shortages and Workforce Recomposition
  • Significant Market Developments
    • The Metaverse Got Banished to Marketing Siberia
    • Generative AI Reached a Symbolic Tipping Point
    • Brands Looked to Multicultural Marketing to Reach Underserved Segments
    • EY Pressed the Big Red Button - But Then Pressed "Cancel"
  • Changes from Prior Forecast

Market Definition


Related Research

Have a question?

Jeroen Van Heghe

Manager - EMEA



Christine Sirois

Manager - Americas


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