target audience: TECH BUYER  Publication date: Oct 2024 - Document type: IDC FutureScape - Doc  Document number: # US51610124

IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions

By: 

  • Sudhir Rajagopal Loading
  • Marc DeCastro Loading
  • Heather Hershey Loading
  • Roger Beharry Lall Loading
  • Abhishek Kumar Loading
  • Gerry Murray Loading
  • Aly Pinder Loading
  • Lou Reinemann Loading
  • Mary Wardley Loading

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Abstract


This IDC study presents 10 of the most urgent business and technology agenda areas for customer experience executives for 2025 and beyond.

"In the evolving landscape of customer experience, the true potential of generative AI will hinge on harnessing not only its technological prowess but also the organizations' ability to create shared experience value for the company as well as customers," said Sudhir Rajagopal, research director, Customer Experience Management Strategies at IDC. "As businesses operationalize intelligent experiences, they must return to foundational principles — enhancing employee skills, ensuring data integrity, and establishing robust AI governance. Only then can they escape out of the proof-of-concept purgatory and scale innovations that deliver reimagined, autonomous experiences. Ushering in a new era of intelligent, empathetic experiences will require organizations to blend human insight with AI capabilities."



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