{"id":27771,"date":"2020-09-27T06:06:33","date_gmt":"2020-09-27T03:06:33","guid":{"rendered":"https:\/\/www.inspark.com\/?p=27771"},"modified":"2023-06-16T13:14:05","modified_gmt":"2023-06-16T10:14:05","slug":"idc-market-perspective-covid-19-factoring-in-the-impact-on-industry-2","status":"publish","type":"post","link":"https:\/\/www.inspark.com\/en\/resources\/reports\/from-crm-to-cep-the-evolution-of-leading-customer-engagement-platforms-ovums-2019-20-report","title":{"rendered":"From CRM to CEP: The evolution of leading Customer Engagement Platforms \u2013 Ovum\u2019s 2019-20 Report"},"content":{"rendered":"[vc_row rt_row_background_width=&#8221;default&#8221; rt_row_style=&#8221;default-style&#8221; rt_row_borders=&#8221;&#8221; rt_row_paddings=&#8221;true&#8221; rt_bg_effect=&#8221;classic&#8221; rt_bg_image_repeat=&#8221;repeat&#8221; rt_bg_size=&#8221;cover&#8221; rt_bg_position=&#8221;right top&#8221; rt_bg_attachment=&#8221;scroll&#8221; rt_bg_video_format=&#8221;self-hosted&#8221;][vc_column rt_wrp_col_paddings=&#8221;false&#8221; rt_border_top=&#8221;&#8221; rt_border_bottom=&#8221;&#8221; rt_border_left=&#8221;&#8221; rt_border_right=&#8221;&#8221; rt_border_top_mobile=&#8221;&#8221; rt_border_bottom_mobile=&#8221;&#8221; rt_border_left_mobile=&#8221;&#8221; rt_border_right_mobile=&#8221;&#8221; rt_bg_image_repeat=&#8221;repeat&#8221; rt_bg_size=&#8221;auto auto&#8221; rt_bg_position=&#8221;right top&#8221; rt_bg_attachment=&#8221;scroll&#8221;][vc_single_image image=&#8221;27775&#8243; img_size=&#8221;full&#8221;][\/vc_column][\/vc_row][vc_row rt_row_background_width=&#8221;default&#8221; rt_row_style=&#8221;default-style&#8221; rt_row_borders=&#8221;&#8221; rt_row_paddings=&#8221;true&#8221; rt_bg_effect=&#8221;classic&#8221; rt_bg_image_repeat=&#8221;repeat&#8221; rt_bg_size=&#8221;cover&#8221; rt_bg_position=&#8221;right top&#8221; rt_bg_attachment=&#8221;scroll&#8221; rt_bg_video_format=&#8221;self-hosted&#8221;][vc_column width=&#8221;1\/2&#8243; rt_wrp_col_paddings=&#8221;false&#8221; rt_border_top=&#8221;&#8221; rt_border_bottom=&#8221;&#8221; rt_border_left=&#8221;&#8221; rt_border_right=&#8221;&#8221; rt_border_top_mobile=&#8221;&#8221; rt_border_bottom_mobile=&#8221;&#8221; rt_border_left_mobile=&#8221;&#8221; rt_border_right_mobile=&#8221;&#8221; rt_bg_image_repeat=&#8221;repeat&#8221; rt_bg_size=&#8221;auto auto&#8221; rt_bg_position=&#8221;right top&#8221; rt_bg_attachment=&#8221;scroll&#8221;][vc_column_text]In the age of the customer, excellent customer experiences are the only sources of competitive differentiation. A new evolution has begun\u2014 from CRM to Customer Engagement Platforms (CEP)\u2014 and it is transforming customer experiences and driving profitability. This report summarizes the advances in CEPs and how they are poised for change in the face of customer relationships in 2020 and beyond.<\/p>\n<p>Fill the form to get the December 2019 Ovum Report and learn about the evolution of Customer Engagement Platforms and the impact on customer engagement and revenue growth.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; rt_wrp_col_paddings=&#8221;false&#8221; rt_border_top=&#8221;&#8221; rt_border_bottom=&#8221;&#8221; rt_border_left=&#8221;&#8221; rt_border_right=&#8221;&#8221; rt_border_top_mobile=&#8221;&#8221; rt_border_bottom_mobile=&#8221;&#8221; rt_border_left_mobile=&#8221;&#8221; rt_border_right_mobile=&#8221;&#8221; rt_bg_image_repeat=&#8221;repeat&#8221; rt_bg_size=&#8221;auto auto&#8221; rt_bg_position=&#8221;right top&#8221; rt_bg_attachment=&#8221;scroll&#8221; rt_padding_top=&#8221;30px&#8221; rt_padding_bottom=&#8221;30px&#8221; rt_padding_left=&#8221;30px&#8221; rt_padding_right=&#8221;30px&#8221; rt_bg_color=&#8221;#0099df&#8221;][vc_column_text]\n<h4 style=\"color: #ffffff; text-align: left;\">Yes, I&#8217;d like to read the report.<\/h4>\n[\/vc_column_text][vc_column_text]<iframe loading=\"lazy\" id=\"sizetracker\" style=\"border: 0;\" src=\"https:\/\/www2.inspark.com\/l\/342241\/2019-12-20\/2zk1bq\" width=\"100%\" height=\"650px\" frameborder=\"0\"><\/iframe><\/p>\n<p><script>\/\/ <![CDATA[ iFrameResize({log:false}) \/\/ ]]><\/script>[\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"<p>[vc_row rt_row_background_width=&#8221;default&#8221; rt_row_style=&#8221;default-style&#8221; rt_row_borders=&#8221;&#8221; rt_row_paddings=&#8221;true&#8221; rt_bg_effect=&#8221;classic&#8221; rt_bg_image_repeat=&#8221;repeat&#8221; rt_bg_size=&#8221;cover&#8221; rt_bg_position=&#8221;right top&#8221; rt_bg_attachment=&#8221;scroll&#8221; rt_bg_video_format=&#8221;self-hosted&#8221;][vc_column rt_wrp_col_paddings=&#8221;false&#8221; 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