Analyst report


The changing face of customer engagement strategies

John Abraham

Analysys Mason

01 Sep 2020

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The customer engagement systems market remains a key area of strategic focus, growing a further 0.3% in 2019. Within this growth, there was also a clear trend to spend less on professional services, and more on engagement products instead. It shows that CSPs are continuing to look for ways to re-duce legacy customer engagement costs through increasing automation and AI.

Our report shows how digital channels are increasingly replacing the traditional, with features such as virtual assistants and VR experiences becoming more and more popular. There is also strong evidence to suggest that vendors offering Software as a Service (Saas) stand to perform better, and that enter-prise experience strategies are expected to become a key part of all CSPs future operating frame-works.


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