Customer Experience Management (CEM, CXM or just CX) has clearly become a top business strategy with measurable objectives, systemic business processes and supporting analytics for continuous process improvement; but what's not as clear is whether there is a new and autonomous CX software market sector designed to support this business strategy. So is there a CX software market? Gartner says no. Forrester says yes. Paul Greenberg says no. Several enterprise software vendors say yes. This CX video discards vested interests and looks at CX strategy, enabling technologies, and whether there is indeed a CX software technology market.
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