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
- Related Research
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