IDC FutureScape: Worldwide Future of Customer Experience 2024 Predictions

IDC FutureScape Figure

• Figure: IDC FutureScape: Worldwide Future of Customer Experience 2024 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

• Summary of External Drivers

• Predictions: Impact on Technology Buyers

• Prediction 1: With the Rise in Digital Self-Service, Organizations Will Shift 35% of Their Customer Communications to Support Dynamic Updates by 2026 to Meet Expectations and Provide Context Continuity

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 2: As Sentiment and Intent AI Improve Real-Time Contextual Awareness, 55% of G2000 Firms Will Fulfill All Customer Journeys Primarily Through Conversations by 2025, Boosting Revenue and Customer Loyalty

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 3: By 2027, 60% of F500 Firms Will Leverage Ubiquitous Experiences, Edge Analytics, and GenAI to Enable Customers to Create Their Own Experience Journeys, Improving Customer-Desired Outcome and Value

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 4: By 2027, 65% of G2000 Firms Will Reallocate 40% of CX Spend on Emerging Products and Skills as Improved GenAI Renders Entire Software Categories Obsolete

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 5: By 2026, 45% of G2000 Firms Will Eclipse Competitors by Leveraging Real-Time AI-Mined Data on Product Usage, Interactions, and Sentiment to Direct the Service and Support Experience

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 6: Customer Data Platforms Will Deliver High-Quality Data for Predictive AI and GenAI, Activating 80% of Real-Time Personalized Customer Interactions at Scale for G2000 Firms with 4x Engagement Gains by 2026

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 7: By 2028, Powered by CX Analytics at the Edge, Real-Time Sentiment Analytics Will Drive 40% of Customer Engagements, Delivering 10% Growth in Customer Loyalty, and Retention for G2000 Firms

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 8: Data Availability, Customer Expectations, and Competitive Pressures Will Drive 35% of Large Enterprises to Establish Formal Trust Scores for All Customers/Prospects by 2028

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 9: To Ensure Customer Retention and Reduced Effort, 65% of G2000 Firms Will Design New Product Features Primarily Based on Service Interactions and Customer Usage, Improving Profitability by 2028

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 10: By 2026, to Differentiate and Drive Loyalty, 30% of Organizations Will Undergo Structural and Technological Changes to Deliver Value Outcomes, Shifting Focus from Providing Experiences to Value Parity

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

Advice for Technology Buyers

External Drivers: Detail

• AI Everywhere — Generative AI Takes the Spotlight

• The Drive to Automate — Maximizing Efficiency and New Opportunities

• Economic Uncertainty — IT Malaise and Market Volatility

• The Digital Business Imperative — Competitiveness and Outcomes

• Everything as a Service Intensifies — Transforming Models to Drive Change

• Operationalization of ESG — Measuring and Implementing Sustainability

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• Related Research