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While customer experience and commerce technologies have been around for decades, there is still plenty of change occurring, including among enterprises with existing implementations. In this period characterized by rapid change, requirements for improved automation and the need to adopt new technologies such as generative AI, it is important to understand the key criteria driving current and future vendor selections. 451 Research's Customer Experience & Commerce, Vendor Selection 2024 survey evaluates what drives business investment in the customer experience software market. We also examine past surveys longitudinally to understand changing market sentiment and to help identify new opportunities for vendors, their suppliers and investors. This year, we look at the continuing impact of GenAI on decisions regarding upgrades and new deployments.