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Convergence and What It Means to CX

I wish we had a crystal ball but we don’t. Despite that, we made a prediction back in the fall that the worlds of CX and CRM would continue coming together since it results in many benefits both for customers and organizations. Then, low and behold, in November SAP announced they were acquiring Qualtrics for $8 billion. That’s a pretty good proof point.

In today’s blog we explore this dynamic in a little more detail.

Until next time.