It's clear to most that Customer Experience Management (CEM, CXM or CX) is an increasingly critical business strategy with measurable objectives, systemic business processes and supporting closed loop analytics; but what's not as clear is whether there is a CX software market sector to deliver the supporting technology to this business strategy. So is there a CX software market? Gartner says no. Forrester says yes. Paul Greenberg says no. Several CRM and enterprise software publishers say yes. This CX video discussion puts vested interests aside and looks at CX strategy, enabling technologies, and whether there is a CX software technology market.
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