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Trends in the Customer Experience Management Market
Organisations Wanting to be Truly Customer-centric Must Actively Manage the Customer Journey
03-Jul-2015
North America
Market Research
9857-00-5E-00-00
IT00166-NA-MR_01160
Frost & Sullivan discusses the real benefits provided by customer experience management (CXM) solutions, illustrating the 9 hottest trends characterising the CXM space in 2015 and offering advice to end users and vendors on how to procure and promote CXM solutions. Vendors claiming to offer CXM solutions cluster into 1 of 5 groups depending on the breadth of the solution and the degree to which it requires integration. Data analytics is the engine at the heart of a CXM solution, managing the whole customer journey. Silos are the key barrier to CXM adoption.
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