This IDC Market Perspective highlights the top market shifts impacting the customer experience (CX) market and how companies are establishing their 2025 CX strategies and initiatives. The CX market is undergoing significant shifts driven by generative artificial intelligence (GenAI), which is expected to profoundly impact customer engagement and support. The integration of AI into CX initiatives raises concerns about customer trust, regulatory compliance, and the need for skilled talent. In addition, macroeconomic factors such as inflation and higher vendor costs are influencing CX investment decisions. To navigate these challenges, CX technology suppliers must adopt the role of a trusted partner to help organizations, accelerate value realization from AI investments, bridge the skills gap, and ensure data and technology readiness for AI-led CX delivery."Intelligent experiences are set to dominate the next era of how customers and brands interact, with interactions seamlessly traversing the boundary between human and machine," said Sudhir Rajagopal, research director, Customer Experience Management Strategies at IDC. "Organizations on this journey, however, are feeling the pressure to move from AI experimentation to practically using AI to generate meaningful business and customer value. The key to success lies in prioritizing data integrity, incubating an AI-ready workforce, and effective AI integration within the existing CX tech stack to orchestrate unified whole journey intelligent experiences."
Executive Snapshot
New Market Developments and Dynamics
The Data Imperative
Proving Value and Managing Costs for AI Implementations in CX Initiatives
How Do Perceptions of Market Risks Vary Across Global Regions and Company Size?
Inflation: A Stronger Worry for CX Leaders in SMBs
External Market Risks Amplify Existing Challenges Impeding CX Transformation
Technology-Related Challenges
Operational Challenges
Employee-Related Challenges
Advice for the Technology Supplier and Services Provider
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