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 Report

Customer Experience Strategies and Technology Frameworks

Customer experience is the sum of a customer’s digital interactions with a company throughout the customer lifecycle, from early online research of a product or service to active use and repeat business such as subscriptions. Most customer experience programs include the measurement of customer satisfaction and sentiment analysis.

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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