Enterprise adoption of digital tools and technologies for superior Customer Experience (CX) is on the rise. In fact, enterprises are partnering with third-party providers to ease their digital transformation journeys and achieve greater customer satisfaction, propelled by providers’ end-to-end IT capabilities and industry-specific expertise. They are also leveraging digital CX solutions to improve their talent management initiatives including agent experience, agent productivity, and agent retention.
With the possibility of recession, enterprises will continue to seek superior digital CX solutions to reduce operational overheads and realize better cost savings. In this report, we examine the different facets of digital Customer Experience Management (CXM), its adoption trends across geographies and industries, the competitive landscape for different providers, key investment themes, strategic partnerships that impact the CXM market, and the trends impacting the future of digital CXM.

Scope:

All industries and geographies

Contents:

In this report, we:

• Study the benefits of digital CXM
• Provide an overview of digital CXM adoption trends worldwide
• Discuss the growth and significance of digital CXM for both providers and enterprises
• Examine the use cases of different digital CXM solutions
• Discuss the competitive landscape, key winning themes for providers, and the technology provider landscape
• Explore the future of CXM outsourcing

Membership(s)

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

Sourcing and Vendor Management