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
Infographic | December 19, 2023
Checklist for Marketing Success
Research Brief | December 19, 2023
Charting the Course of AI Adoption: Ambitions and Barriers
Blog | December 12, 2023
Modernizing the Video Experience at an NFL Stadium
Research Report | November 9, 2023