| | SEPTEMBER 20226CIOReviewA consumer's shopping preferences have taken a dramatic turn, with online shopping becoming a convenient choice. In tandem, businesses are leaving no stone unturned to create an unforgettable customer experience. The focus is on engaging and retaining customers through the implementation of virtual assistants and bots that can provide predictive suggestions based on a customer's expectations and implementing varied solutions that strengthen brand preference.According to recent market estimates, the global customer experience management services market is estimated to reach $32.53 billion by 2029. The market analysis also predicts that the growth will take place at a CAGR of 16.2 percent during this period. This boost is partly linked to industries like IT, telecom, and retail adopting artificial intelligence and machine learning. This integration is helping enhance customer experience by gathering meaningful insights from a client's history and data. Another key factor driving the CEM market's growth is the implementation of cloud and on-premise solutions that are providing data security and better management of customer data.To put the spotlight on such key developments in the industry, this edition of CIOReview illustrates how companies are leveraging the latest technologies to augment CEM operations and meet the expectations of businesses. The edition features thought leadership articles from Elena Ford, Chief Customer Experience Officer, Ford Motor Company, who sheds light on a personalized approach to call centers, and Michael Sorrentino, VP ­ digital marketing manager, digital banking, marketing & experience, Webster Bank, on journey mapping to understand every client.In this edition of CIOReview, we also present to you some of the CEM service providers who offer the best CEM outcomes for their clients, which also includes Avantive Solutions, a company that highlights the need for a balance between technology and human elements to enhance customer experience.We hope this edition assists you in finding the appropriate CEM service provider that will help your business identify your client's needs better and help offer a quality customer experience.Let us know your thoughts!EditorialThe Future of CXCopyright © 2022 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.CIOReviewEmail:sales@cioreview.comeditor@cioreview.commarketing@cioreview.com September - 06 - 2022, Vol 11, Issue - 51 (ISSN 2644-237X) Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReviewEditorial StaffAaron PierceCarolynn WaltersShirley FaithRussell ThomasGina ClumskyYenny TurnerTiffany HayworthAbner LawrenceVisualizersChris LynnBrian Harding*Some of the Insights are based on our interviews with CIOs and CXOsJustin Smith Managing Editoreditor@cioreview.comManaging EditorJustin SmithSalesStephen Thomasstephen.thomas@cioreview.com
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