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


  • Sudhir Rajagopal Loading
  • Roger Beharry Lall Loading
  • Marc DeCastro Loading
  • Heather Hershey Loading
  • Daniel-Zoe Jimenez Loading
  • Lavanya Jindal
  • Marci Maddox Loading
  • Aly Pinder Loading
  • Lou Reinemann Loading
  • David Wallace
  • Mary Wardley Loading


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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."


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