In a recent Temkin Group study, we surveyed 87 CX vendors, a group that consists of companies such as VoC software providers, analytics providers, market research vendors, and consultants. One thing is very clear: their business is strong.
Here are some observations of their responses:
- More than eight out of 10 vendors expect their 2012 revenues to outpace 2011 by at least 25% and one-fifth of the vendors expect an increase of more than 75%.
- Average selling prices are staying about the same as last year.
- The key growth industries for vendors are retail and telecom and media, although there is growth across all industries we examined.
- The U.S. is the largest and most fertile market, but Asia is on the rise.
The bottom line: It’s a good time to be a CX vendor