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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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