Demand for personalization and seamless omnichannel experiences throughout the customer journey is increasing.

Technology is playing a critical role in delivering that. In fact, Customer Experience is the top category for business application investment, according to our latest research.

Enterprise Strategy Group’s CX analysts and research cover every aspect of CX strategy and technology frameworks, including:

  • Contact center/CCaaS
  • CRM
  • Customer data platforms (CDP)
  • Customer data privacy & compliance
  • Customer experience (CX)
  • Customer service & support
  • Digital experience platforms (DXPs)
  • E-commerce
  • Marketing automation

Research Brief

The Criticality of Data for Customer Experience (CX)

Data and its free flow between service, sales, marketing, and commerce applications are foundational to the creation of digital customer experiences. Recent research by TechTarget’s Enterprise Strategy Group delved into the data management and platforms challenges organizations are facing in pursuit of customer experience (CX) goals, as well as subsequent impacts on technology spending in […]

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Analysts Covering Customer Experience

Brian McKenna

Senior Analyst, Business Applications & EMEA Analyst Services Director

Areas of Expertise

  • Business & Technology Strategy
  • Business Applications
  • Business Intelligence
  • Contact Center
  • Customer Data Platforms (CDP)
  • Customer Experience/CRM

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Aaron Tan

Regional Director, Analyst Services, APAC

Areas of Expertise

  • Application Modernization & DevOps
  • Business Applications
  • Cloud Computing
  • Cybersecurity
  • DevOps
  • IaaS/Cloud

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Recent Customer Experience Insights

Survey Results | June 3, 2024

The Evolution of Digital Experience Platforms

Brian McKenna, Regional Director, Analyst Services, EMEA

End-user Computing

Research Brief | May 8, 2024

The State of Bring Your Own Device (BYOD) Policies and Trends

Gabe Knuth, Senior Analyst
Bill Lundell

End-user Computing

Research Brief | May 8, 2024

PCaaS Presents an Opportunity for Vendor Differentiation

Gabe Knuth, Senior Analyst
Bill Lundell

End-user Computing

Research Brief | May 8, 2024

The Current State and Future of Windows Applications

Gabe Knuth, Senior Analyst
Bill Lundell

End-user Computing