CX Vendors Are Surging

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

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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