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Digital CX Services: Empowering Growth Through a Connected and Engaging Customer Experience
Enterprises are revamping their CX strategies by eliminating data silos between multiple customer touchpoints and different business functions to create a single view of customers and deliver unified CX. Companies across sectors are pivoting toward a business outcome-driven approach to CX transformation that measures and drives key business outcomes such as increasing customer conversion, sales, customer engagement, and cost and inventory optimization. The focus has shifted toward leading with an integrated CX. As a result, the providers focus on a broader spectrum of digital CX services. These trends, among others, are covered in Avasant’s Digital CX Services 2023 RadarView™ and Digital CX Services 2023 Market Insights™.
August, 2023
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Digital CX Services 2023 RadarView™
The Digital CX Services 2023 RadarView™ assists organizations in identifying strategic partners for CX transformation by featuring detailed capabilities and analyses of leading service providers. It provides a 360-degree view of key digital CX services providers across practice maturity, partner ecosystem, and investments and innovation. The 75-page report highlights top supply-side trends in the digital CX services space and Avasant’s viewpoint on them.
August, 2023
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Digital CX Services 2023 Market Insights™
The Digital CX Services 2023 Market Insights™ assists organizations in identifying important demand-side trends that are expected to have a long-term impact on any digital CX services project. The report also highlights key challenges that enterprises face today.
August, 2023
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Digital CX Services 2022-23 RadarView™
The Digital CX Services 2022-23 RadarView™ provides information to assist enterprises in building digital customer experience (CX) and customer relationship management (CRM) strategies for charting out an action plan for CX transformation. It identifies key global service providers and system integrators that can help expedite an organization’s CX transformation journey. It also highlights detailed capability and experience analyses of leading providers to assist businesses in identifying the right strategic partners. The 87-page report also highlights key industry trends in the digital CX space and Avasant’s viewpoint on them.
October, 2022
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Beyond Sales Force Automation: CRM Suites Deliver Strategic Enterprise Value
Customer relationship management (CRM) systems today are no longer just about sales force automation. Leading CRM suite providers make customer service operations more efficient and improve the effectiveness of marketing campaigns. They also provide a deeper understanding of customer needs by leveraging data across multiple touchpoints and use those insights to personalize marketing communication. This improves customer engagement, increases website traffic, and enhances sales performance. This Research Byte is a brief summary of our full Customer Relationship Management Suites 2022 RadarView™..
August, 2022
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Customer Relationship Management Suites 2022 RadarView™
The Customer Relationship Management Suites 2022 RadarViewTM addresses the need for enterprises to optimize their sales processes with a unified CRM platform and identify the right CRM suite vendor. The 49-page report also provides our point of view on how CRM suites vendors are serving the changing needs of organizations through a wide portfolio of products and services, thus delivering a general ranking based on key dimensions of product maturity, enterprise adaptability, and innovation road map.
August, 2022
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Rethinking Customer Experience in the New Normal
Rapidly changing consumer behavior has forced companies to deploy new customer engagement channels with 61% of enterprises exploring new delivery models. COVID-19 has created demand for hyperpersonal, data-driven experiences across multiple channels. But these new customer experience (CX) strategies pose challenges including siloed data, a need for better change management, and picking the right platform. Service providers are responding to these challenges tailored, industry-specific solutions and a design-led approach. These emerging trends are covered in Avasant’s Digital CX and CRM Services 2021-2022 RadarView™.
October, 2021
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CRM Necessary but Messy
Customer relationship management systems are one of the most widely adopted categories of enterprise applications. But investing in a new CRM can be a messy business. As a core system, a CRM needs to interact with data across the entire business. Business processes should change to match the new capabilities. Hidden or unexpected costs can quickly add up, and missteps can result in a major setback, or worse, project failure. This Research Byte summarizes our full report on CRM Adoption Trends and Customer Experience.
September, 2021
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Digital CX and CRM Services 2021-2022 RadarView™
The Digital CX and CRM Services 2021-2022 RadarView™ provides information to assist enterprises in building digital customer experience (CX) and customer relationship management (CRM) strategies, charting out an action plan for CX transformation. It identifies key global service providers and system integrators that can help expedite a customer’s CX transformation journey. It also brings out detailed capability and experience analyses of leading providers to assist enterprises in identifying the right strategic partners. The 80-page report also highlights key industry trends in the digital CX and CRM space and Avasant’s viewpoint on them.
October, 2021
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CRM Adoption Trends and Customer Experience 2021
Customer relationship management (CRM) systems are one of the most widely adopted categories of enterprise applications, and investment in new CRM capabilities continues to grow. This report provides an overview of key concepts in the CRM space. We also examine CRM adoption and investment trends, showing how many organizations have the technology in place, how many are in the process of implementing it, and how many are expanding implementations. We then look at the return on investment (ROI) experience, total cost of ownership (TCO) experience, and which type of applications are the most popular. We conclude with recommendations to ensure CRM implementation success and to encourage user adoption.
September, 2021
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Digital CX and CRM Services 2020-2021 RadarView™
The Digital CX and CRM Services 2020-2021 RadarView™ report provides information to assist enterprises in building digital customer experience (CX) and CRM related strategies and charting out an action plan for CX transformation. It identifies key global service providers and system integrators that can expedite their CX transformation journey. It also brings out detailed capability and experience analyses of leading providers to assist enterprises in identifying the right strategic partners. The 73-page report also highlights key industry trends in the digital CX and CRM space and Avasant’s viewpoint on them.
December, 2020
customer relationship management
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