Customer Service Market Research Reports & Industry Analysis
Customer Service Industry Research & Market Reports
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What Today's Enterprises Want from the CX Services Industry of the Future
... agentic technology. Many enterprises are frustrated with CX services vendors that focus on supplying FTEs rather than business outcomes and with vendors that lack empathy and whose financial interests are not aligned with those of ... Read More
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AI Orchestration in CX – Powering Innovation & Transformation
... are actively seeking AI technology expertise and solutions that can enhance their customer experience (CX) capabilities and improve their return on investment (ROI). This research provides a more comprehensive understanding of how AI is transforming ... Read More
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Twilio Charts New Course with Preview of Its Customer Engagement Platform at Twilio SIGNAL 2025
... "Twilio's SIGNAL 2025 announcement of its next-generation platform is the culmination of a concerted effort by Twilio to usher in a new vision of customer engagement. The company will leverage a seamless blend of APIs ... Read More
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Strategic Opportunities for PIM/PXM, DAM, and CMS/DXP Vendors in the Era of Agentic Discovery
... ChatGPT, Gemini, and Perplexity. The migration from traditional SEO and SEM to Answer Engine Optimization (AEO) introduces new requirements for structured data, semantic context, and real-time response that challenge conventional separation between back-end product data ... Read More
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Customer Information System (CIS) - Company Evaluation Report, 2025 (Abridged Report)
... product innovations, and emerging trends shaping the industry. MarketsandMarkets 360 Quadrants evaluated over 100 companies, of which the Top 19 Customer Information System Companies were categorized and recognized as quadrant leaders. Customer information systems (CIS) ... Read More
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IDC PlanScape: Humanlike AI Agents to Drive Automation in Enterprise Customer Service and Contact Center Applications
... inefficiencies in traditional human-staffed centers. They enhance customer experience by providing empathetic, accurate, and personalized interactions. Successful implementation requires aligning organizational readiness, AI applications, and strategic integration. Key stakeholders include customers, managers, agents, and business ... Read More
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Customer Care Centers in the US - Industry Market Research Report
... centers transitioned to work-from-home offices with ease. As downstream businesses cut costs by reducing their workforce or saw employees leave for greener pastures, many outsourced services to customer care centers. Still, a sharp dip in ... Read More
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Salesforce Connections 2025: The Agentic Workforce Goes Live
... sales, commerce, and service functions. The event highlighted how these agentic capabilities are reshaping customer experience delivery by embedding intelligence into workflows, personalizing engagement in real time, and streamlining cross-cloud orchestration via Data Cloud and ... Read More
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Customer Communication Management (CCM)
... 2030, growing at a CAGR of 11.5% over the analysis period 2024-2030. Software Suite, one of the segments analyzed in the report, is expected to record a 11.3% CAGR and reach US$2.4 Billion by the ... Read More
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Customer Engagement Solutions
... at a CAGR of 11.7% over the analysis period 2024-2030. Solutions, one of the segments analyzed in the report, is expected to record a 10.5% CAGR and reach US$31.7 Billion by the end of the ... Read More
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Customer Experience Management
... at a CAGR of 11.5% over the analysis period 2024-2030. Solutions, one of the segments analyzed in the report, is expected to record a 9.8% CAGR and reach US$17.2 Billion by the end of the ... Read More
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Customer Information System
... at a CAGR of 11.3% over the analysis period 2024-2030. Solutions, one of the segments analyzed in the report, is expected to record a 10.6% CAGR and reach US$2.0 Billion by the end of the ... Read More
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Customer Experience Monitoring
... at a CAGR of 18.6% over the analysis period 2024-2030. PC Terminal, one of the segments analyzed in the report, is expected to record a 16.4% CAGR and reach US$22.5 Billion by the end of ... Read More
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Customer Success Platforms
... at a CAGR of 19.0% over the analysis period 2024-2030. Solutions, one of the segments analyzed in the report, is expected to record a 15.5% CAGR and reach US$3.9 Billion by the end of the ... Read More
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Zendesk's Outcome-Based Pricing for AI Agents: A Shift Toward Resolution-Centric Customer Service
... Relate Conference, Zendesk introduced the Zendesk Resolution Platform, combining AI agents, knowledge graphs, and governance tools, with pricing starting at $1.50 per automated resolution for AI agents and a starter tier bundled with Suite and ... Read More
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Frost Radar™: Customer Experience Management Services in Latin America, 2025
... and those from Latin American locations to countries overseas. CX management is a subset of the much broader business process outsourcing industry. It is a business arrangement in which a company contracts an outside supplier ... Read More
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Five Ways Generative AI Will Shape the Future of Industries
... viewed as being incredibly powerful. This report explores opportunities and challenges across common use cases such as marketing, product development, the customer journey, customer service and the supply chain. Strategy Briefings offer unique insight into ... Read More
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Open Source CRM Software Market, By Type (Operational CRM, Analytical CRM, Collaborative CRM, and Other types), By Deployment Mode (On-premises, Cloud-based, and Hybrid), By Organization Size (Large Enterprises and Small & Medium Enterprises), By End-user Industry (BFSI, Retail, Healthcare, Telecom & IT, Discrete Manufacturing, Government & Education, and Others), By Application (Marketing, Sales, Customer service and support, and Others), By Component (Software and Services), By Geography (North America, Europe, Asia Pacific, Latin America, Middle East and Africa)
... CRMs provide a cost-effective alternative for managing relationships and interactions with customers. Some key benefits of open source CRMs include low upfront costs, flexibility to customize features as per business needs, and avoiding vendor lock-ins. ... Read More
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AI Agents Market by Agent Role (Productivity & Personal Assistants, Sales, Marketing, Customer Service, Code Generation), Agent Systems (Single Agent, Multi Agent), Product Type (Ready to Deploy Agents, Build Your Own Agents) - Global Forecast to 2030
... Impacting various sectors and business operations, the changes are prompted by several key factors. Companies are going for AI agents that can scale up personalized responses due to increasing complexities of customer interactions as well ... Read More
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AI for Customer Service Market by Product Type (AI Agents, Recommendation Systems (Knowledge Base Platforms), Workflow Automation (RPA, CRM Automation), Content Generation, Customer Journey Analytics, Service Quality Management) - Global Forecast to 2030
... AI-powered chatbots and virtual assistants are transforming customer service by providing efficient, personalized support. These technologies enable businesses to engage customers 24/7, offering instant responses to inquiries, which significantly reduces wait times and enhances satisfaction. ... Read More
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Predictions for CX Transformation, 2025 to 2026
... Improving the customer experience (CX) and employee experience (EX) are top of mind again in 2025. This is not surprising as Frost & Sullivan research shows a direct correlation between a heightened EX directly impacting ... Read More
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2025 Global Forecast for Customer Data Platform Market (2026-2031 Outlook)-High Tech Outlook Report
... service category is within the NAICS Computer Systems Design Services industry. The product or service category is within the NAICS Computer Systems Design Services industry. The global market is expected to increase from USD xx ... Read More
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2025 Global Forecast for Customer Experience Management Market (2026-2031 Outlook)-High Tech Outlook Report
... service category is within the NAICS Computer Systems Design Services industry. The product or service category is within the NAICS Computer Systems Design Services industry. The global market is expected to increase from USD xx ... Read More
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2025 Global Forecast for Customer Journey Analytics Market (2026-2031 Outlook)-High Tech Outlook Report
... service category is within the NAICS Computer Systems Design Services industry. The product or service category is within the NAICS Computer Systems Design Services industry. The global market is expected to increase from USD xx ... Read More
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2025 Global Forecast for Customer Engagement Solutions Market (2026-2031 Outlook)-High Tech Outlook Report
... service category is within the NAICS Computer Systems Design Services industry. The product or service category is within the NAICS Computer Systems Design Services industry. The global market is expected to increase from USD xx ... Read More
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