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
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 […]
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
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
Infographic | July 11, 2024
The Impact of Evolving Work Environments on Contact Center Platform Requirements
Research Report | June 27, 2024
Impact of Evolving Work Environments on Contact Center Platform Requirements
Survey Results | June 3, 2024
The Evolution of Digital Experience Platforms
Research Brief | May 8, 2024