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.
Scope
All industries and geographies
Contents
In this study, we present:
A retrospective outlook on the pandemic’s impact on CXM outsourcing
Adoption trends in the CXM market in 2020
Emergence of digital CXM and its growing importance for service providers and enterprise buyers
Changes in the service delivery model, including evolving delivery locations and the future of the WAHA-based service delivery model
Changes in the competitive landscape in the aftermath of the pandemic
