Published: 20 March 2024
The CRM CSS software market will grow through 2027 at a constant-currency CAGR of 13.9%, with growth being driven by higher cloud penetration, user adoption and innovation, notably with GenAI-enabled solutions. Technology and service providers can use this document to assess these growth drivers.
Economic uncertainty, cost pressure and change fatigue will adversely impact short-term growth in the customer service and support (CSS) software market as business leaders rationalize and push back new initiatives and investments in marketing software by a month or more in early 2024.
By 2027, end-user spending in AI-influenced software for CSS will contribute to 10.1% of CSS total spending, of which 65% will be related to generative AI (GenAI).
By 2027, 91% of CSS software spend will be for cloud-based deployments, up from 84% in2022. Very few vendors will still offer a hybrid deployment style due to development costs
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Analysts:
Alexandre Oddos, Julian Poulter, Amarendra .
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