Advisor

Is There a Role for Outside Experts in CX Initiatives?

Posted March 3, 2020 | Technology |
Outside Experts for CX Strategy Development and Implementation

The current trend indicates that most organizations tend to rely on (or are planning to rely on) in-house CX development, while just under 30% of organizations surveyed said that they were using or planning to use outside specialists to assist them with implementing their CX strategies and programs. I see this trend changing over the next 12-16 months, with the use of outside CX consultancies increasing in order to satisfy current and future demands for CX adoption.

About The Author
Curt Hall
Curt Hall is a Cutter Expert and a member of Arthur D. Little’s AMP open consulting network. He has extensive experience as an IT analyst covering technology and application development trends, markets, software, and services. Mr. Hall's expertise includes artificial intelligence (AI), machine learning (ML), intelligent process automation (IPA), natural language processing (NLP) and conversational computing, blockchain for business, and customer… Read More
Don’t have a login? Make one! It’s free and gives you access to all Cutter research.