Analyst Report

Customer Experience and Contact Center Operational and Technology Priorities and Investment Plans for 2023, Summary of Findings

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On an annual basis, DMG Consulting LLC (DMG) conducts a worldwide survey of enterprise, customer experience (CX), and contact center executives and managers to identify their top operational and technology investment priorities for the upcoming year.

As seen in this year’s report findings, enterprises that want to deliver an outstanding experience throughout the customer life cycle need tools and applications to capture, analyze, and act on information across the entire customer journey. Digital transformation is a necessity for almost every organization that wants to remain relevant. Are you prepared?

This report includes findings and insights into:

  • Top contact center priorities for 2023
  • Top technology investment priorities for 2023
  • Contact center technology investment priorities: 2023 vs. 2022

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