target audience: TECH BUYER  Publication date: Dec 2022 - Document type: Tech Buyer Presentation - Doc  Document number: # US48576222

What CX Services Buyers Should Look for in 2023

By:  Douglas Hayward Loading


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This IDC Tech Buyer Presentation discusses the types of customer experience (CX) services that enterprises are likely to be buying in 2023 and looks at the different types of organizations that supply these services. The document provides a high-level overview of the strengths and challenges of the main vendor archetypes in the CX services space and gives organizations insights on CX services providers based in part on field research conducted for IDC MarketScape assessments conducted during 2022 and 2020.

According to Douglas Hayward, research director for Customer Experience Services at IDC, "2023 will likely be a tough year for many enterprises. Some will probably shift part of their external professional services spend from brand-focused strategy advice services toward more pragmatic professional services that drive organizational efficiency on the one hand and greater marketing effectiveness on the other. As they do that, they should bear in mind the strengths and weaknesses of the vendors that they intend to use during the year."


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