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

Infographic

The Impact of Evolving Work Environments on Contact Center Platform Requirements

Companies considering cloud-based contact center technologies must identify which options will best unify customer and agent experiences across live and asynchronous customer channels. At the same time, organizations need to integrate contact center-as-a-service (CCaaS) and unified communication-as-a-service (UCaaS) platforms so agents can access internal experts to help resolve customer issues. Furthermore, busy agents need AI […]

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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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