With the COVID-19 pandemic hitting China in late 2019 and the rest of the world in early 2020, economies across the globe came to a standstill. Customer experience took a hit, as organizations responded to social distancing and lockdown measures implemented around the world. This report studies the impact of COVID-19 on the Customer Experience Management (CXM) market, initial reactions and measures put in place by buyers and service providers, and capability enhancement measures such as the Work-At-Home-Agent (WAHA) model and cloud-based contact centers. Further, we study adoption trends in the CXM market and the impact of COVID-19 on the market’s growth projections, as well as enterprises’ changing outlook toward CX outsourcing. Scope Industries: All Geography: Global Contents In this study, we present: An overview of COVID-19’s impact on the CXM industry Growing significance and adoption of the WAHA model Digital workforce enablement measures Key CX outsourcing trends following COVID-19 Growth projections and adoption trends in the CXM market Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management