target audience: TECH BUYER Publication date: Oct 2023 - Document type: IDC FutureScape - Doc Document number: # US50111423
IDC FutureScape: Worldwide Future of Customer Experience 2024 Predictions
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Abstract
This IDC study explores 10 of the most urgent business and technology issues that customer experience (CX) executives across the C-suite must address to differentiate and prepare themselves to thrive in the age of intelligence-first customer experiences.
According to Sudhir Rajagopal, research director, Future of Customer Experience, at IDC, "We have entered the age of intelligent experiences and there is no doubt that generative AI will create a sea change for customer experiences, as well as inform future customer expectations. Brands that lead the charge will be those that have a strong foundation of customer data, adapt to new digital business models, industrialize customer intelligence, prioritize customer trust, and crucially deliver memorable experiences that are purposeful and achieve value parity with customers and the organization, alike."