target audience: TECH BUYER Publication date: Dec 2023 - Document type: IDC MarketScape - Doc Document number: # US49988123
IDC MarketScape: Worldwide Experience Design Services 2023–2024 Vendor Assessment
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Abstract
This IDC study represents a vendor assessment of the 2023-2024 experience design services market through the IDC MarketScape model. This research is a quantitative and qualitative assessment of the characteristics that explain a vendor's success in the marketplace and help anticipate its ascendancy. This IDC MarketScape covers a variety of vendors participating in the worldwide experience design services market.
This evaluation is based on a comprehensive framework and set of parameters expected to be most conducive to success in providing experience design in both the short term and the long term. A component of this evaluation is the inclusion of the perception that buyers of experience design services buyers have of both the key characteristics and the capabilities of the provider evaluated. Buyers were surveyed across all three of IDC's macroregions for the participating vendors, and IDC spoke to just under 60 reference clients of participating vendors.
"Customer experience is an important driver of business success for enterprises and a major spending priority for organizations in competitive environments. If the experience that a customer, user, or citizen has with a service or product is to be a good one, it must be well-designed. That means experience design is set to be an important driver of value for the enterprise, nonprofits, and public bodies of the next five years," says Douglas Hayward, research director, IDC's Customer Experience (CX) Services. "But organizations looking for a strategic partner in experience design should choose their vendor carefully, and they should look not just for technical design capabilities but also for an understanding of the social and technological forces that will set the context for customer experiences in the near future."