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."
Executive Snapshot
Situation Overview
Clients Say They Want Outcomes … But Mostly They End up Paying for Inputs
Clients Want Empathy and Alignment of Financial Interests with Vendors … But They Get Inflexibility and Contract Nit-Picking
Blame the Vendors? Sure, But That Won't Actually Help
Clients Want Deployment-Ready Technology … But Vendors Push Products Before the Technology or the Client Is Ready
Clients Want Vendors to Specialize Deeply … But They Want This Combined with Broader, Cross-Platform Capabilities
Clients Want Vendors' Focus to Move Beyond High-Volume Task Execution to Supplying Strategic Business Guidance
Clients Want Vendors to Embrace AI Transparently
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