COVID-19 has driven renewed enterprise vigor to improve customer experience. While some enterprises bore the brunt of the pandemic-induced lockdowns, others discovered innovative ways to serve their customer base. In this report, we examine the pandemic’s impact on the CXM market, aspects steering market growth, changes in the service delivery model, and outlook for the WAHA-based service delivery model. We also study differentiating factors for service providers, key investment themes, strategic partnerships, and major acquisitions in the CXM market.
All industries and geographies
Customer Experience Management (CXM) Services, including Contact Center Outsourcing