This report identifies key demand-side trends in the digital customer experience (CX) services space, helping enterprises fine-tune their digital CX strategies. It consists of key trends and enterprise business challenges in this space based on Avasant’s assessment.
Enterprises are focusing on implementing a unified CX strategy by investing in emerging technologies and tools to create a single view of customers. They are leveraging CRM systems, data management platforms, customer data platforms, marketing automation platforms, and business intelligence tools to improve customer insights, enable omnichannel content personalization, increase customer loyalty, streamline operations, and offer proactive customer support. Additionally, they are deploying generative AI to improve content creation, marketing operations efficiency, and agent enablement, increase sales leads, and offer online shopping assistance.
The Digital CX Services 2024 Market Insights™ aids enterprises in identifying important market trends and challenges for any CX project they take part in.
The industry insights presented in this report are based on our ongoing interactions with enterprise CXOs and other key executives, targeted discussions with platform vendors, subject matter experts, and Avasant Fellows, and lessons learned from consulting engagements.
About the report (Page 3)
Executive summary (Pages 4–7)
Demand-side trends (Pages 8–12)
Key contacts (Page 13)
Read the Research Byte based on this report. Please refer to Avasant’s Digital CX Services 2024 RadarView™ for detailed insights on the service providers and supply-side trends.
Avasant’s research and other publications are based on information from the best available sources and Avasant’s independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.
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