Customer Experience Vendors: Understanding the Implications of the Recession Environment on Enterprise CX Spend

Executive Snapshot

• Figure: Executive Snapshot: Understanding the Implications of the Recession Environment on Enterprise CX Spend

New Market Developments and Dynamics

• Figure: Global Recession Sentiment

• Figure: The Role of Technology in Enabling Customer Experience

• The Impact on Technology Spend

• Figure: Recession Impact to IT Budgets

• Figure: IT Investment Areas Expected to See Budget Reduction

• What Are the Implications for the CX Market?

• Type of Vendors That Enterprises Are Engaging for CX Initiatives

• Figure: Budget Impact on Vendor Categories Being Engaged for CX Initiatives

• Decision Criteria for CX Purchases

• Figure: Budget Impact on CX Vendor Decision Criteria

• What About Rate Increases?

• Figure: Enterprises' Response to Handling Rate Increases

Advice for the Technology Supplier and Services Provider

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• Related Research

• Synopsis