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IDC Perspective: How Live Service Games Raise CSAT and Drive Additional Revenue by Pushing the Customer Experience Envelope

Publisher IDC
Published Oct 04, 2023
Length 14 Pages
SKU # IDC18238256

Description

IDC Perspective: How Live Service Games Raise CSAT and Drive Additional Revenue by Pushing the Customer Experience Envelope


This IDC Perspective examines three basic types of video games: paid games, classic free-to-play (F2P) games, and live service games. The performance of these game types is considered from a monthly user, revenue, and mergers and acquisitions (M&As) standpoint. We conclude that live service games are generally outperforming the other two game types and a case is made that this is because live service games do a better job meeting the wants and needs of today's gamers. This conclusion is grounded in IDC's broader Future of Customer Experience (FoCX) framework."It is clear that live service games such as Fortnite Battle Royale, Call of Duty: Warzone 2, ROBLOX, Grand Theft Auto Online, and Rocket League have gained market share relative to the vast majority of paid and classic free-to-play games in recent years. Live service games, though, require an additional layer of player-to-player communication tools and related support processes that are challenging to master. IDC's FoCX framework is one way of describing this dynamic and this framework helps explain why live service games are generally outperforming other broad game types," says Lewis Ward, IDC's Director of Gaming, Esports, and VR/AR.

Please Note: Extended description available upon request.

Table of Contents

14 Pages
Executive Snapshot
Situation Overview
Implications of the Technology
Alignment with Broader Business Outcomes
Top Investment Priorities
Advice for the Technology Buyer
Learn More
Related Research
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