In times of rapid change, understanding the rationale behind vendor selection is more important than ever. 451 Research's Customer Experience & Commerce, Vendor Selection 2023 survey evaluates what drives business investment in the customer experience software market. We also examine past surveys longitudinally to understand changing market sentiments and to help identify new opportunities for vendors, their suppliers and investors. This year, the shifting balance between growing market maturity and the debut of generative AI (GenAI) stands to influence vendor selection.
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