target audience: TECH SUPPLIER Publication date: Apr 2024 - Document type: IDC Survey - Doc Document number: # US52060424
Exploring the Role of Customer Care Services in the Metaverse
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Abstract
This IDC Survey leverages data from IDC's 2023 Worldwide Customer Care Business Process Services Survey and examines how global buyers of customer care business process services expect customer care/support to look like in the metaverse. This includes core functions and channels they would want supported and perceived benefits and challenges.
IDC's 2023 Worldwide Customer Care Business Process Services Survey was fielded in May and June 2023. This study surveyed over 700 global buyers and decisions makers of outsourced customer care business process services with a representation across industries, company sizes, IT/LOB roles, and job titles. Respondents were asked questions pertaining to customer care/contact center business priorities and challenges, captive/in-house versus outsourced operations, services adoption, spend and digital investments, omni-channel and cloud/SaaS adoption, CCaaS metrics, generative AI, metaverse, and gig CX.