IDC FutureScape: Worldwide Future of Customer Experience 2023 Predictions

IDC FutureScape Figure

• Figure: IDC FutureScape: Worldwide Future of Customer Experience 2023 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

• Summary of External Drivers

• Predictions: Impact on Technology Buyers

• Prediction 1: By 2027, One-Fourth of Global Brands Will Abandon CSAT as a Measure of Customer Experience and Adopt a Customer Effort Score Correlated to Outcomes as a Key Indicator of Journey Satisfaction and Success

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 2: By 2024, 50% of the G2000 Will Adopt CDPs as the Enterprise Customer Data Service for Real-Time Customer Interactions Like a Central Nervous System, Increasing CX Metrics and Revenue by 5%

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 3: To Foster Loyalty and a Competitive Edge, 64% of the G2000 Will Own Online Communities by 2027 and Core IT Application Integrations Will Enable a New Wave of Collaboration and Outcome-Based Insights

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 4: By 2026, 40% of the Global 2000 Will Incorporate Employee Experience Initiatives into Their Core CX Strategies to Compete in CX, Talent Acquisition, and Retention But Will Struggle to Measure EX+CX

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 5: Adopting Web3 Technologies Will Drive 45% of Global Brands to Create New Immersive Experiences, Accessible Content, and Engaged Communities and Grow the CX Creator Economy to a $300 Billion Market by 2024

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 6: By 2026, 45% of the Global 2000 Will Use AI/ML to Elevate Context and Nudge Customers into Unfamiliar and Novel Experiences That Simultaneously Improve Sentiment Metrics and Brand Upselling Potential

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 7: By 2024, at Least 30% of Organizations Will Introduce New Success Metrics to Track and Measure the Internal and External Flows of Customer Value Creation

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 8: By 2025, 50% of G2000 Enterprise Customers Will Primarily Select Their CX Platform Provider Based on the Efficacy of the Vendor's Customer Success Services

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 9: By 2024, 30% of Organizations Will Be Forced to Expand Data Management and Privacy Measures to Mitigate Risks of Data Breaches Caused by Ecosystem Partners, Costing $4.6 Million per Breach

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 10: By 2026, 40% of G2000 Companies Will Build Safe Communities to Foster Interpersonal Guardrails for Future Metaverse Platforms — and Collect First-Party Data

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

Advice for Technology Buyers

External Drivers: Detail

• Storms of Disruption — Accelerating, Interconnected Uncertainty

• Cybersecurity and Risk — Scaling and Evolving Threat Environment

• Digital Business — Stepping Stone to the Future Enterprise

• Meaningful Intelligence — Differentiated Decision Power

• Ecosystem-Based Innovation — Driving Enterprise Value

• Embracing the Metaverse — New Levels of Immersion

• Work Mode Upheaval — New Models and Leadership

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• Related Research