Worldwide and U.S. Customer Experience Services Forecast, 2023–2027

IDC Market Forecast Figure

• Figure: Worldwide Customer Experience Services Spending Snapshot

Executive Summary

Advice for Technology Suppliers

Market Forecast

• Worldwide CX Services by Macroregion and Segment

• Table: Worldwide Customer Experience Services Spending by Region in Constant Currency, 2021–2027 ($M)

• Table: Worldwide Customer Experience Services Spending by Segment in Constant Currency, 2021–2027 ($M)

• Figure: Worldwide Customer Experience Services Spending Share by Segment, 2022 and 2027

• U.S. CX Services by Segment

• Table: U.S. Customer Experience Services Spending by Segment, 2021–2027 ($M)

• Figure: U.S. Customer Experience Services Spending Share by Segment, 2022 and 2027

Market Context

• Drivers and Inhibitors

• Drivers

• Personalization Grows in Importance as Consumers Demand Products and Services Tailored to Their Needs

• Generative AI Promises Disruptive Marketing

• Customer Experience Remains a Priority for Organizations Worldwide

• Inhibitors

• Economic and Political "Wild Cards"

• Talent Shortages and Workforce Recomposition

• Significant Market Developments

• The Metaverse Got Banished to Marketing Siberia

• Generative AI Reached a Symbolic Tipping Point

• Brands Looked to Multicultural Marketing to Reach Underserved Segments

• EY Pressed the Big Red Button — But Then Pressed "Cancel"

• Changes from Prior Forecast

• Figure: Worldwide Customer Experience Services Spending Growth in Constant Currency, 2021–2027: Comparison of July 2022 and July 2023 Forecasts

Market Definition

Methodology

Related Research