IDC FutureScape: Worldwide Services 2025 Predictions
This IDC study provides IDC's top 10 predictions for services for 2025 and beyond."AI and GenAI feature prominently across many of our services predictions, but buyers and strategic planners will also find it useful to review our predictions on corporate sustainability, Global Capability Centers, experience-level agreements, and outcome-based pricing," says Gard Little, research VP, Global Services Markets and Trends at IDC.
IDC FutureScape Figure
Executive Summary
IDC FutureScape Predictions
Summary of External Drivers
Predictions: Impact on Technology Buyers
Prediction 1: By 2027, Without Strategic and Organizational Pivots, Frustration with Low ROI Due to Poor Planning and Misallocated Spending Will Cause 30% of Organizations to Reduce GenAI Investments
Associated Drivers
IT Impact
Guidance
Prediction 2: With an Increase in Regulation Worldwide, by 2028, More than 70% of Organizations with Carbon Neutrality Goals Will Seek Help of Professional Services to Meet Them Due to a Lack of Internal Capabilities
Associated Drivers
IT Impact
Guidance
Prediction 3: Amid Widening Global IT Skills Gaps, by 2028, More than 60% of G2K Enterprises Will Rely on GenAI-Enabled Training Platforms to Automate, Accelerate, and Optimize IT Training and Skilling Outcomes
Associated Drivers
IT Impact
Guidance
Prediction 4: By 2026, More than 75% of Organizations Will Require Professional Services Assistance in Implementing Data Literacy and Maturity Programs to Facilitate Scaling Their GenAI-Driven Workplace Transformations
Associated Drivers
IT Impact
Guidance
Prediction 5: By 2028, 40% of G2K Enterprises Will Outsource up to 30% of Their Engineering, AI, Cloud, and Other Complex Technology Functions to Global Capability Centers as They Deliver an Improved CX
Associated Drivers
IT Impact
Guidance
Prediction 6: By 2026, to Move Beyond Proof of Concept for AI-Driven Business Models, 80% of Enterprises Will Require Professional Services for Readiness and Health Checks on Applications and Infrastructure
Associated Drivers
IT Impact
Guidance
Prediction 7: By 2028, Organizations' Drive to Automate Will Push 23% of Application SPs to Evolve Their Application Modernization Services to Embed GenAI and Conversational AI as Part of Services Delivery
Associated Drivers
IT Impact
Guidance
Prediction 8: By 2027, 75% of All Digital Workplace Services Engagements Will Involve XLA-Based Commitments (e.g., NPS, User Sentiment, Log-On Speed) to Measure and Improve End-User Experience
Associated Drivers
IT Impact
Guidance
Prediction 9: By 2027, AI-Driven Workforce Transformation Will Push 25% of Enterprises to Use AI/GenAI Business Benchmarking Methods That Match and Track AI Business Initiatives to Specific Needs, KPIs, and Contexts
Associated Drivers
IT Impact
Guidance
Prediction 10: By 2027, AI-Driven Business Models Will Motivate 30% of Buyers of Digital Engineering and OT Services to Adopt Outcome-Based Pricing for About 30% of Their Contracts
Associated Drivers
IT 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
Future Proofing Against Environmental Risks — ESG Operationalization and Risk Management
AI-Driven Workplace Transformation — Building Tomorrow's Workforce Today
Regulatory Flux — Navigating Compliance Challenges in a Shifting Policy Landscape
Geoeconomic Reordering — Rethinking Globalization, Supply Chains, and Macroeconomic Challenges
Customer Experience Squared — Consumer and Citizen Expectations for Digital Services
Learn More
Related Research
Research Assistance
Download our eBook: How to Succeed Using Market Research
Learn how to effectively navigate the market research process to help guide your organization on the journey to success.
Download eBook