IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions

IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions

This IDC study explores 10 of the most urgent business and technology issues that customer experience executives across the C-suite must address to differentiate and prepare themselves to thrive in the next era of customer experience.According to Sudhir Rajagopal, research director, Future of Customer Experience at IDC, "In a world of accelerated uncertainty, the next era of CX innovation will be led by those brands that improve value for the customer through empathy and delivering outcomes for customer success. Thrivers will share and apply intelligence at the speed of customer engagement, create new customer engagement models and metrics for a digital business, and tap into the power of decentralization/Web3 to create equitable value parity in customer and business outcomes alike."

Please Note: Extended description available upon request.


IDC FutureScape Figure
Executive Summary
IDC FutureScape Predictions
Summary of External Drivers
Predictions: Impact on Technology Buyers
Prediction 1: By 2027, One-Fourth of Global Brands Will Abandon CSAT as a Measure of Customer Experience and Adopt a Customer Effort Score Correlated to Outcomes as a Key Indicator of Journey Satisfaction and Success
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 2: By 2024, 50% of the G2000 Will Adopt CDPs as the Enterprise Customer Data Service for Real-Time Customer Interactions Like a Central Nervous System, Increasing CX Metrics and Revenue by 5%
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 3: To Foster Loyalty and a Competitive Edge, 64% of the G2000 Will Own Online Communities by 2027 and Core IT Application Integrations Will Enable a New Wave of Collaboration and Outcome-Based Insights
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 4: By 2026, 40% of the Global 2000 Will Incorporate Employee Experience Initiatives into Their Core CX Strategies to Compete in CX, Talent Acquisition, and Retention But Will Struggle to Measure EX+CX
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 5: Adopting Web3 Technologies Will Drive 45% of Global Brands to Create New Immersive Experiences, Accessible Content, and Engaged Communities and Grow the CX Creator Economy to a $300 Billion Market by 2024
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 6: By 2026, 45% of the Global 2000 Will Use AI/ML to Elevate Context and Nudge Customers into Unfamiliar and Novel Experiences That Simultaneously Improve Sentiment Metrics and Brand Upselling Potential
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 7: By 2024, at Least 30% of Organizations Will Introduce New Success Metrics to Track and Measure the Internal and External Flows of Customer Value Creation
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 8: By 2025, 50% of G2000 Enterprise Customers Will Primarily Select Their CX Platform Provider Based on the Efficacy of the Vendor's Customer Success Services
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 9: By 2024, 30% of Organizations Will Be Forced to Expand Data Management and Privacy Measures to Mitigate Risks of Data Breaches Caused by Ecosystem Partners, Costing $4.6 Million per Breach
Associated Drivers
IT Impact
Business Impact
Guidance
Prediction 10: By 2026, 40% of G2000 Companies Will Build Safe Communities to Foster Interpersonal Guardrails for Future Metaverse Platforms — and Collect First-Party Data
Associated Drivers
IT Impact
Business Impact
Guidance
Advice for Technology Buyers
External Drivers: Detail
Storms of Disruption — Accelerating, Interconnected Uncertainty
Cybersecurity and Risk — Scaling and Evolving Threat Environment
Digital Business — Stepping Stone to the Future Enterprise
Meaningful Intelligence — Differentiated Decision Power
Ecosystem-Based Innovation — Driving Enterprise Value
Embracing the Metaverse — New Levels of Immersion
Work Mode Upheaval — New Models and Leadership
Learn More
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