Customer Experience Services

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Meet the Experts

Photo of Douglas Hayward
Douglas Hayward

Research Director, Worldwide Digital Strategy and Agency Services



Markets and Subjects Analyzed


  • Customer experience transformation
  • Marketing transformation
  • Experience design and build services
  • Marketing-related professional services
  • Experience platform management
  • CX vendor landscape analysis

Core Research


  • CX Services Trends and Futures
  • Buyer Priorities and Trends in CX-Related Services
  • Planned IDC MarketScapes: Adobe Experience Cloud Professional Services (2024 and 2026), Experience Design Services (2025), and Experience Build Services (2025 and 2027). (Note: IDC MarketScapes are subject to confirmation.)
  • CX Services Vendor Market Shares
  • CX Services Market Forecasts
  • Market Analysis Perspective
  • Quarterly Market Updates in PPT Format, Customized to IDC Clients

In addition to the insight provided in this service, IDC may conduct research on specific topics or emerging market segments via research offerings that require additional IDC funding and client investment.


Key Questions Answered


  1. Where are buyers heading next in the CX services space? How and why are their needs changing?
  2. What characteristics do enterprise buyers value most and least in CX services?
  3. What will define success and failure for CX services vendors in 2025 and beyond?
  4. How are leading CX services vendors performing? What are their strengths, weaknesses, and opportunities?
  5. Who are the leaders, major players, and contenders in CX services?
  6. How do the strategies and offerings of leading CX-related consultancies and agencies compare?
  7. How and why are CX services driving technology change, organizational change, and culture change among end clients?
  8. What are the key considerations for engaging CX-related consultancies and agencies?

Companies Covered