What Today's Enterprises Want from the CX Services Industry of the Future

This IDC Perspective provides insights into expectations of enterprises from CX-focused service providers of tomorrow. CX-related services have reached a critical turning point in 2025, following the arrival of business transformative technology including GenAI and agentic technology. Many enterprises are frustrated with CX services vendors that focus on supplying FTEs rather than business outcomes and with vendors that lack empathy and whose financial interests are not aligned with those of the client. It is time for that to change."The relationship between client and vendor needs a major reset, and this is now possible with the advance of AI technology. But both sides need to adopt an attitude of flexibility and give-and-take," said Douglas Hayward, senior research director for Worldwide Customer Experience Services and Strategies research at IDC."Enterprise buyers of CX-focused professional services should look for vendors willing to share risks and rewards with clients, but they must be prepared to share both risks and rewards fairly," Hayward urged. "Buyers should look for vendors that are objective and critical about software platforms. They should seek vendors that can supply both depth and breadth of services. They should look for true business partners that focus on business outcomes for their clients, and that are happy to 'cannibalize' wherever necessary their FTE-based delivery services by deploying AI technologies aggressively to their clients to meet clients' business goals."