Amid rapid global change, understanding the rationale behind business decisions is more important than ever. 451 Research's Customer Experience & Commerce, Budgets & Organizational Dynamics 2023 survey evaluates what is driving businesses' investments in the customer experience technology market. We study organizations longitudinally in this wave to understand market sentiments and to help identify major opportunities for enterprises, IT vendors, suppliers and investors. This year in particular, recession signals are causing shifts in global commerce, and renewed focus on cost containment is resulting in layoffs, budget cuts and technological reevaluations.
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