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Unlock the insights you need to achieve a true seamless and frictionless customer experience (CX) to create maximum value for your clients with our latest Frost Radar™ Report: Customer Experience Management in Europe, authored by industry expert Bernardin Arnason.
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The Rise of GenAI:
The introduction and hype of generative AI (GenAI) is driving intense interest in digital experiences, automation, and self-service applications, creating innovation momentum that customer experience management (CXM) firms need to embrace and use to their competitive advantage.
Market Growth Projection:
Growth rates for the European CXM market have declined since the double-digit pace of 2020 and 2021. Frost & Sullivan now expects growth rates to hover around 1% through 2026 and recover thereafter.
Innovation Insights:
The role of agents is evolving, and CXM providers need to address and manage the balancing act of leveraging technology and AI to automate low-value transactional interactions while simultaneously building the skills and capabilities of agents to effectively manage more complex, high-value interactions.
