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
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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."