Customer Experience (CX) Market Research Reports & Industry Analysis

The global CX outsourcing market was valued at US$106.72 billion in 2023, and is expected to be worth US$171.81 billion in 2028. CX outsourcing, also known as Customer Experience outsourcing, refers to the practice of partnering with external service providers or third-party companies to handle vari ...

This IDC Market Note synthesizes feedback from 28 European enterprises using digital workspace services, revealing that secure, cost-effective, and adaptable solutions are paramount. Other key success factors include robust strategic vendor partnerships, effective change management, and ongoing inno ...

The future of customer experience (CX) platforms revolves around the simplification of customer journey and enhancement of customer interactions while aligning with customer expectations and cost control. Organizations in the Asia-Pacific region are entering a decisive stage in their CX journey. Cus ...

This IDC Perspective provides insights on agentic mesh for CX addressing the scoping and specification processes, among other aspects. An agentic mesh for CX can enable seamless, scalable, end-to-end customer experience management by automating processes across customer-facing systems. Establishing ...

Business leaders have renewed their focus on CX, given the current global political and economic uncertainty. This focus extends to attention on security, business continuity, and operational efficiencies. More strategic, long-term objectives, such as market penetration, embracing AI, and enhancing ...

This IDC Market Note presents highlights from Five9's 2025 analyst summit in Mexico. Five9 is transitioning from a cloud-native CCaaS provider to an AI-native platform, focusing on agentic AI to drive hyper-personalized, efficient customer experiences. The company's strategy includes new solutions, ...

Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized experiences. Providers must have a full-fledged contact center offering to be fe ...

In 2024, pent-up demand for travel boosted spending in this industry to nearly pre-pandemic levels. With increasing demand and the need to recoup revenue lost during the 2020-2022 pandemic restrictions, prices for air and ground transportation, accommodations, and dining are high. Revenue growth is ...

As life science researchers continue to elevate their experience expectations, understanding current perceptions of customer experience enables suppliers to identify areas of improvement and benchmark against their key competitors. In 2025, we continued a longitudinal study to support suppliers look ...

Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized experiences. Providers must have a full-fledged contact center offering to be fe ...