CX Vendors Are Surging

In a recent Temkin Group study, we surveyed 87 CX vendors, a group that consists of companies such as VoC software providers, analytics providers, market research vendors, and consultants.  One thing is very clear: their business is strong.

Here are some observations of their responses:

  • More than eight out of 10 vendors expect their 2012 revenues to outpace 2011 by at least 25% and one-fifth of the vendors expect an increase of more than 75%.
  • Average selling prices are staying about the same as last year.
  • The key growth industries for vendors are retail and telecom and media, although there is growth across all industries we examined.
  • The U.S. is the largest and most fertile market, but Asia is on the rise.

The bottom line: It’s a good time to be a CX vendor

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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