Worldwide and U.S. Customer Experience Services Forecast, 2024–2028

IDC Market Forecast Figure

• Figure: Worldwide Customer Experience Services Spending Snapshot

Executive Summary

Advice for Technology Suppliers

Market Forecast

• What Is Driving CX Services Up and Down?

• Upward Pressures on CX Services Demand

• Downward Pressures on CX Services Demand

• Worldwide CX Services by Macroregion and Segment

• Table: Worldwide Customer Experience Services Spending by Region in Constant Currency, 2022–2028 ($M)

• Table: Worldwide Customer Experience Services Spending by Segment in Constant Currency, 2022–2028 ($M)

• Figure: Worldwide Customer Experience Services Spending Share by Segment, 2023 and 2028

• U.S. CX Services by Segment

• Table: U.S. Customer Experience Services Spending by Segment, 2022–2028 ($M)

• Figure: U.S. Customer Experience Services Spending Share by Segment, 2023 and 2028

Market Context

• Drivers and Inhibitors

• Drivers

• Generative AI Transforms Marketing And Drives IT Services Demand

• Enterprise Focus on Marketing Essentials and High-Quality, Real-Time Data

• Inhibitors

• Some Organizations Question the Value of Martech Investment

• Technology Change Drives a Possible Step Change in Agency Cost Reduction

• Significant Market Developments

• The EU Passes the AI Act, the World's First Comprehensive AI Law

• Multicultural Marketing Got a Bit Complicated — But Is Still Valid

• Changes from Prior Forecast

• Figure: Worldwide Customer Experience Services Spending Growth in Constant Currency, 2021–2028: Comparison of July 2023 and July 2024 Forecasts

Market Definition

Methodology

Related Research