IDC FutureScape: Worldwide Future of Customer Experience 2025 Predictions

IDC FutureScape Figure

• Figure: IDC FutureScape: Worldwide Future of Customer Experience 2025 Top 10 Predictions

Executive Summary

IDC FutureScape Predictions

• Summary of External Drivers

• Predictions: Impact on Technology Buyers

• Prediction 1: By 2027, Consumers Will Spend $100 Billion via AI Agents That Run Independently on Their Smartphones to Programmatically Shop for Goods, Services, and Considered Purchases

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 2: To Avoid Misaligned CX Initiatives, by 2029, 60% of G2000 Firms Will Shift KPIs Being Measured from Siloed to X-O Focused, Ensuring Enhanced Customer Value and Connected Experiences

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 3: By 2029, 55% of F500 Companies Will Adopt Experience Agents to Deliver E2E, Autonomous Experiences, with Near-Infinite Contextual Customer Outcomes, and Shrink Time to Revenue by Over 80%

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 4: By 2027, 60% of CX Vendors Will Shift to New, Outcome-Based Pricing Models, Making the Value Exchange for Their Clients More Transparent and Improving the Monetization of Their AI Investment

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 5: By 2028, 45% of G2000 Companies Will Recast GenAI-Powered Integrations to the Mid-, Back-, and Front-Office Systems and Operations as CX Programs to Prevent Revenue Erosion and Increase Market Share

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 6: By 2030, 55% of B2C G2000 Companies Will Enable Real-Time IoT Product Data to Notify Customers of Future Failures, Issue Resolution Recommendations, and Help Customers Self-Solve Proactively

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 7: As AI Implementations Scale, Human-in-the-Loop Approaches Will Be Eliminated, Resulting In 60% of CX Teams Creating New, Dedicated Roles for the Systemic Governance of AI by 2028

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 8: By 2026, 80% of SMBs Will Be Displaced by Large Enterprises in Online Channels, Leading Many to Shift to a Physical Experience, Thereby Upending the Digital Commerce Customer Journey

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 9: Seeing Value in Referral Growth and in Controlling Costs, by 2028, 60% of G2000 Companies Will Have Restructured and Aligned Their Customer-Facing Teams Under a CRO to Optimize CX Outcomes

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

• Prediction 10: By 2027, the Metaverse Will Evolve Beyond AR/VR/Crypto to Focus on Positive Social Outcomes and Accessibility, Enabling 40% of F500 Firms to Access New Markets Through Truly Omni-Channel Experiences

• Associated Drivers

• IT Impact

• Business Impact

• Guidance

Advice for Technology Buyers

External Drivers: Detail

• AI-Driven Business Models — Moving from AI Experimentation to Monetization

• The Drive to Automate — Toward a Data-Driven Future

• AI-Driven Workplace Transformation — Building Tomorrow's Workforce Today

• Regulatory Flux — Navigating Compliance Challenges in a Shifting Policy Landscape

• Responsible and Human-Centric Technology — Ethics in the Enterprise

• Battling Against Technical Debt — Overcoming Hurdles to IT Modernization

• Customer Experience Squared — Consumer and Citizen Expectations for Digital Services

Learn More

• Related Research