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

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."