Customer Experience (CX) Market Research Reports & Industry Analysis

This IDC Perspective discusses how NRF 2026 marked a pivotal shift for retail, moving from generative AI experimentation to the operationalization of agentic AI across customer experience, loyalty, and commerce. Intelligent agents are now central to retail operations, mediating discovery, decision-m ...

This IDC Market Perspective discusses the announcements from Genesys’ Analyst Summit held in Mexico City in December 2025. Genesys is evolving from a cloud-native CCaaS provider to an experience orchestration platform, positioning itself to deliver agentic AI-powered customer and employee experience ...

The report explores how brands are reshaping loyalty into a strategic growth lever. By embedding choice-based rewards, wellness incentive and immersive micro-content into customer experiences, companies convert attention into meaningful engagement, drive repeat behaviour and unlock long-term value a ...

Global Ai For Customer Experience Enhancement Market 2025-2029 The global ai for customer experience enhancement market is forecasted to grow by USD 30945.8 mn during 2024-2029, accelerating at a CAGR of 27.9% during the forecast period. The report on the global ai for customer experience enhancemen ...

One of the most powerful applications of AI technology in CX today is AI-powered analytics. The introduction of AI analytics can supercharge contact center business intelligence, transforming it from a tool that tells a story of the past to an instrument that informs the future. AI analytics enable ...

This IDC Perspective explores the evolving role of customer experience in the insurance industry. Drawing on recent IDC survey data and industry research, it highlights the strategic importance of customer experience initiatives, the rapid adoption of AI and digital technologies, and the shift towar ...

Healthcare is at a crossroads. Rising costs, workforce shortages, clinician burnout, and growing patient expectations are converging to create unprecedented challenges—and opportunities. This report, Navigating Customer Experience Trends in Healthcare, is your roadmap to understanding how contact ce ...

This IDC Perspective provides an overview of Oracle's AI World 2025, marking a strategic shift to AI-driven business applications, with the company's Fusion Applications AI Agent Marketplace. This ecosystem integrates over 100 third-party AI agents and advanced marketing tools, enabling seamless int ...

The Future of Customer Contact is Here The customer contact industry is at a turning point. At Frost & Sullivan’s 21st Annual Customer Contact West Executive MindXchange, one message rang loud and clear: AI isn’t just a trend—it’s a strategic imperative. But here’s the catch: success isn’t about dep ...

This market study assesses the AI Agents for Customer Experience Platforms landscape in detail; assessing the key factors driving market growth, such as technological and infrastructure advancements, MCP and A2A adoption, and the declining cost of AI agent deployment which will allow enterprises to ...

The market-leading research suite for the AI Agents for Customer Experience Platforms market includes access to the full set of market forecast data of 57 tables and more than 26,000 datapoints. Metrics in the research suite include: Businesses Using AI Agents in Communications Customer Interactions ...

Our AI Agents for Customer Experience Platforms market study includes a Competitor Leaderboard report, which provides detailed evaluation and market positioning of 16 vendors in the space. The vendors are positioned as an Established Leader, Leading Challenger, or Disruptor and Challenger based on p ...

Our comprehensive AI Agents for Customer Experience Platforms research suite comprises detailed assessment of a market that is set to disrupt mobile communications. It provides stakeholders with insight into the key opportunities within the AI agents for customer experience platforms market over the ...

The information and communications technology (ICT) industry is undergoing an important transformation, evolving from traditional hardware- & software-centric, and communications infrastructure to cloud-based, interconnected digital ecosystems. This shift has been driven by advances in artificial in ...

The last four years have been a roller coaster for the retail industry. Dominant themes that have both rankled and engendered creativity include the effects of the COVID-19 pandemic, the continued movement to the cloud, the maturation of next-level AI technology, and dramatic geopolitical upheaval. ...

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 ...