Intelligent XO With Agentic AI
IDC, Wednesday, April 16th, 2025
Agentic AI creates greater potential to drive intelligent experience orchestration and deliver unified, whole journey customer outcomes.
IDC's 2024 Customer Experience Management Strategies survey found that businesses globally have shifted to a focus on improving the effectiveness of their customer experience (CX) investments while driving profitable revenue growth.
IDC finds that C-suite priorities for customer experience are squarely focused on optimizing experience delivery, making experience consumption easy, and achieving experiential value parity. But achieving these directives requires organizations to rethink experience delivery as greater than just the sum of multi-channel, front-office interactions. When done right, IDC research shows that unified CX can lead to higher customer retention, improved advocacy and ultimately profitable revenue growth.