This IDC Market Perspective discusses how Google Cloud Next 2025 reinforced Google's AI-native strategy, emphasizing agentic orchestration as the future of business applications. Key innovations include the Customer Engagement Suite, which builds on Google's Vertex AI platform and leverages Gemini foundation models to enhance customer experience. The company demonstrated a clear commitment to improve AI adoption through a dedicated and newly formed customer experience organization and a growing focus on delivering enterprise-ready outcomes within the application layer."Google Cloud had a clear message for the market: The future of business applications is agentic orchestration," said Sudhir Rajagopal, research director, Customer Experience Management Strategies, IDC. "With customer experience being the top area ripe for disruption from AI and agentic technologies, Google Cloud's Customer Engagement Suite is bringing the vision of conversational experiences closer to reality."
Executive Snapshot
New Market Developments and Dynamics
Key Announcements
Google Cloud Customer Engagement Suite
AI and Agentic AI Innovations
A New Customer Experience Organization
IDC's Point of View
Powering the Future of Unified Intelligent Experiences
Driving Experiential Value for Google Cloud Customers
Advice for Google
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Related Research
Synopsis
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