Customer Perspectives
published on Apr 01, 2024
Report Overview:
This report is for end-user (buy-side) organizations who are interested in understanding the current and future shape of the CX services transformation market as well as the requirements and experiences of their peers.
Key Findings & Highlights:
The use of cognitive technology, flexing work models, and marketing insights in customer experience are an increasing focus for Fortune 2000 organizations. Companies have typically undergone the first wave of contact center transformation and are now looking at the next level of digital maturity. This project will stimulate and promote CX services transformation to deliver enhanced self-service, intelligent automation, deep personalization, and augmented agent support via Conversational AI and GenAI for true value-add during live interactions.
This major NelsonHall study is essential reading for Chief Customer Officers (CCOs) & Chief Experience Officers (CXOs), with in-depth analysis informing them of what they can achieve now, who the key CX services vendors are, and what their capabilities are in detail.
This report is for end-user (buy-side) organizations who are interested in understanding the current and future shape of the market as well as the requirements and experiences of their peers when seeking to buy specific technologies or services.