CX Services Insights Newsletter: February 2025

We are pleased to share the February edition of our CX Services Insights newsletter, which provides a round-up of current and upcoming research and thought leadership, plus news from around the industry.

In his most recent research, Lead CX Analyst Ivan Kotzev has been focused on the area of Conversational Commerce, examining current and emerging capabilities in lead generation, product and services discovery, consultative sales, messenger and social selling, upsell and cross-sell, retention, and loyalty management in B2C, B2B, and B2B2C environments. Ivan has also shared his predictions for the CX market in 2025, including the drive to convert GenAI investments into tangible business outcomes.

Also in this edition of the newsletter, we provide a summary of recent market happenings, including contract awards and M&A activity.

For more on these topics, please download our February CX Services Insights newsletter here: https://repo.nelson-hall.com/uploads/1738221001_cx-insights-feb25.pdf

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