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.
Why read this Market Insights?
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.
Methodology
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.
Table of contents
About the report (Page 3)
Executive summary (Pages 4–7)
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- Defining digital CX services
- Key enterprise trends shaping the market
- Avasant recognizes 26 top-tier providers offering digital CX services
Demand-side trends (Pages 8–12)
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- Organizational silos and structure and lack of technology integration are among the top challenges for digital CX services adoption.
- Manufacturing, retail, and healthcare industries are leading the pack in implementing digital CX initiatives.
- Enterprises are focusing on efficient customer data management to improve personalized CX.
- They are also leveraging Gen AI to improve employee productivity and CX.
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.