Trends Report

Transforming Customer Experience Requires A Service Provider Ecosystem

What To Keep In Mind When Selecting A Provider

March 11th, 2016
TK
TJ Keitt
With contributors:
Harley Manning , William Willsea , Kara Hartig

Summary

To lead in customer experience (CX), businesses need to operate in new ways to respond to customers' demands and competitive pressures. New technologies, such as mobile devices and cloud services, can help enable a next-generation customer experience — but technology alone cannot transform customer experience. Businesses need help transforming their strategy, operating model, and technology to thrive. This report lays out the evolving CX service provider landscape and helps CX pros understand how these different providers support CX initiatives.

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