CX mid-year update

June 5, 2024 - Research Y72

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Reflecting on initial predictions published at the beginning of the year and their alignment with current trends in the CRM space, Nucleus has updated the status of each trend and included one additional prediction based on recent customer feedback. Initial predictions for the CRM market in 2024 included slow adoption of generative AI, increased investment in analytics and sales intelligence tools, an uptick in mergers, acquisitions, and strategic partnerships, and increased focus on tracking the financial impact technology has on an organization’s bottom line. Mid-year, each of these predictions has materialized with varying accuracy and have evoked another trend surrounding data privacy and security.

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