The jostling we’ve seen in the CX tech marketplace over the past few weeks ― and discussed in previous posts ― is going to impact more than just the SaaS (software as a service) companies in play.
It’s going to impact you…and the way CX is practiced going forward.
This slew of recent transactions (such as CSG’s purchase of Kitewheel), will spur innovation and consolidation that will result in broad, new enterprise experience platforms. These offerings will pack a powerful punch by combining previously disconnected technologies and capabilities, such as journey mapping, analytics, and orchestration. (more…)