In the first of the CX Insider episodes, Angus & Pete explore the role of analysts in the CX space together with an insider guest, Steve. He shares his insights from years of experience as an analyst, discusses the challenges faced by them and how they operate.

Takeaways

• The analyst community is very aware of the need to be seen to be open, honest and impartial.
• The magic quadrant and similar reports are a rear-view mirror of the market.
• Analyst commentary and outputs are evolving to keep up with the pace of CX technology development.
• Some analysts are focussed on helping buyers spend their money wisely, but not all.
• There is a difference between analysts who can influence buyer decisions and those who amplify vendor messages.
• The value to vendors of holding analyst events in exotic locations is questionable and may even be counterproductive.
• Integrating technology is now less important that aligning businesses, departments and personal agendas to reap the benefits of it.
• The UK is a nation of CX investors and innovators and should embrace it.
• Angus & Pete pretty much got it right in Episode 1.

Keywords

customer engagement, CX, technology, analysts, customer experience, AI, market trends, industry insights, innovation, business strategy