Providing a good Customer Experience (CX) is on just about every organisations agenda these days. But where exactly is it headed? We cant say for sure. What we can tell you though, is that this CXs ecosystem of solutions is tethering between both expansion and consolidation. New niche solutions are sprouting up everywhere you look, from Live Chat tools and Customer Experience Management (CEM) software to Customer Success platforms and User Feedback solutions. Meanwhile, many of these same tools are being acquired by larger enterprises and all-encompassing CX suites, such as Verint and Medallia. Movements in the market which are all attributed to trends in CX. So lets address the question on everyones mindWhats happening in CX and what lies ahead?
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