This report provides insights into the global spend on customer experience (CX) technologies, which is expected to reach US$641bn in 2022, according to IDC. The report highlights that CX investments are considered high or critical by 53% of European firms surveyed, with over 60% planning to increase CX investment spend. However, buyers face challenges in selecting CX solution providers due to the noisy and saturated vendor landscape, high-price points, and the difficulty in achieving stakeholder buy-in and ROI. The report emphasizes the importance of making wise CX investments that align with CX goals, are operationalized through use cases, and integrated into the existing CX architecture. The EMEA CX experts in the report flagged ROI as one of their worst investment challenges.
