Developments in the European CX Vendor Landscape

Developments in the European CX Vendor Landscape

This IDC Market Perspective reviews major developments and trends shaping the European CX technology market over the past couple of years. It is a saturated market that still presents opportunities to differentiate and compete. The study identifies examples of vendors that have been able to carve out successful tracks and demonstrate impressive growth.As the COVID-19 pandemic began to set in two years ago, analysts had cause for cautious forecasts, but the European customer experience technology market has proved to be resilient, showing fast growth during the pandemic. Enterprise buyers have moved to reinforcing customer experience, rather than retreating from investing in it, and the market is responding to this demand."There are interesting movers and shakers in the European CX market at the moment, worthy of buyers' attention. We are seeing targeted functional experts and regional champions emerge to capture market share. Whether these come together in best-of-breed multivendor environments or consolidate via M&As into integrated systems, enterprise buyers are benefiting from the strengthening of market offerings," said Van Valdez, associate research director, European Customer Experience, IDC Europe.

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