Navigating Uncertainties and Building Operational Resiliency: Customer Experience Management (CXM) State of the Market Report 2021

20 Oct 2020
by Shirley Hung, Sharang Sharma, Aishwarya Barjatya, Sailee Ladole

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.


  • Industries: All
  • Geography: Global


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


Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management


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