Gartner Research

Market Trends: Customer Experience, Trust and Retention Define Opportunities for Customer Management Digital Services

Published: 19 June 2018

ID: G00350553

Analyst(s): TJ Singh


Customer management digital services are experiencing rapid growth, spurred by customer-centric strategies designed for business growth. Technology business unit leaders at service providers should capitalize on these trends for profitable and high-impact opportunities.

Table Of Contents


Market Trend

  • Customer-Centric Reasons Drive Adoption of Digital Services in Front-Office CM Business Process Services
  • Outcome-Based Pricing Gaining Traction in Asia/Pacific Emerging Markets, Leading the Way in Pricing Model Innovation
  • Market Structure Trend
    • Market Evolution Drives M&A in CM BPS to Focus on Digital, Automation and Analytics Services
  • Buyer Trend
    • Buyer Trend 1: Customer-Centric Issues and Business Growth Opportunities Take Center Stage When Building a Business Case
    • Buyer Trend 2: Digital Technology Management, Vendor Performance Issues and Vendor Consolidation Can Lead to Contract Cancellation

Contrarian View

  • If Global Protectionism Continues and Geopolitical Conflicts Expand, These Trends Change

Vendors to Watch

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