정보통신기술(ICT) 업계 고객 경험(CX) 성장 기회(2025-2026년)

Customer Perspectives

The information and communications technology (ICT) industry is undergoing an important transformation, evolving from traditional hardware- & software-centric, and communications infrastructure to cloud-based, interconnected digital ecosystems. This shift has been driven by advances in artificial intelligence (AI), mobile computing, big data analytics, and the Internet of Things (IoT), which have collectively transformed the ICT industry, allowing businesses of all sizes to leverage technology tools that were once available only to large enterprises, fundamentally reshaping how companies engage with their customers and deliver value.

This technological evolution has impacted customer experience (CX) delivery, enabling organizations to provide personalized, omnichannel interactions that meet increasingly sophisticated customer expectations. Modern ICT infrastructure allows companies to gather and analyze customer data across touchpoints, anticipate needs through predictive analytics, and support customers through an increasing array of AI-powered tools.

This global research offers a current snapshot of this transformation, highlighting important ICT industry trends and their impact on CX delivery through 2026. A survey was conducted in from January to March 2025 and includes data from 127 respondents.

Key findings include:

Enhancing customer experience (CX) is the number one business priority for the ICT industry, followed by ensuring business continuity and improving and leveraging innovation.

GenAI adoption is accelerating as the technology moves beyond pilots into production in contact center environments, with 69% of ICT organizations using or trialing it. An additional 24% intend to adopt GenAI in the next year.

Omnichannel integration continues to be a priority with ICT contact centers, but challenges, including system integration and cost remain.

Table of Contents

Research Objectives and Methodology

• An Integrated Approach Provides a 360-Degree Perspective
• Research Objectives and Methodology of Customer Survey
• Respondent Profile

Key Findings

• Key Findings

ICT Industry Trends Impacting CX

• ITC Industry Trends Impacting CX - Enterprise & SMB
• ITC Industry Trends Impacting CX - Consumer
• Top CX Implications for ITC Industry, 2025 to 2026

CX Priorities & Critical Decision-Making Factors

• The Strategic Imperative of CX is Gaining Momentum
• A Seamless Omnichannel Experience is the Foundation for Great CX
• Voice Remains the Backbone of Any Omnichannel Strategy
• Virtual Agent Momentum Necessitates Additional AI Investment
• Email/web Forms Remain Central and Ripe for Automation
• Lack of Systems Integrations is a Hidden Tax on AI Momentum
• On the Path to CRM Integration

Benefits of AI Infusion for Agent Optimization and CX Performance

• GenAI Adoption Grows with Multiple Development Paths
• AI Investments Support a Shift from Efficiency to Intelligence
• Agent Workforce Transformation is Underway
• ICT Industry as the Proving Ground for CX AI Innovation
• Vendor Fragmentation and Silos Highlight Omnichannel Challenges
• Improving the Customer Journey with Hyper-personalization
• AI-First Messaging is Not Resonating

The Path Forward

• The Path Forward

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer