Customer Experience
Customer experience technology is rapidly evolving and expanding as CX remains a top business priority.
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.
Analysts Covering Customer Experience
Stephanie Corby
Practice Director
Areas of Expertise
- Contact Center/CCaaS
- Customer Data Platforms (CDP)
- Customer Experience (CX) Strategy
- Customer Service
- Digital Experience Platforms (DXPs)
- Team Collaboration & Messaging
Brian McKenna
Regional Director, Analyst Services, EMEA
Areas of Expertise
- Business & Technology Strategy
- Business Applications
- Business Intelligence
- Cybersecurity
- Data Analytics & AI
- Data Management
Aaron Tan
Regional Director, Analyst Services, APAC
Areas of Expertise
- Application Modernization & DevOps
- Business Applications
- Cloud Computing
- Cybersecurity
- DevOps
- IaaS/Cloud
Recent Customer Experience Insights
Research Brief | August 30, 2023
GenAI Is Poised to Accelerate CX Transformation, But Are Organizations Ready?
Infographic | August 25, 2023
Beyond the GenAI Hype: Real-world Investments, Use Cases, and Concerns
Research Brief | August 24, 2023
Bridging Innovation and Code: How Generative AI Is Transforming the Application Landscape
Research Report | August 21, 2023