Customer engagement: worldwide forecast 2023–2028

16 October 2023 | Research

Raúl Simmons Pérez

Forecast report | PPTX and PDF (12 slides); Excel | Customer Engagement

"The deployment of new 5G-enabled services will require seamless integration between different parts of the customer engagement stack and investment in journey management and next-generation CPQ."


This report provides forecasts for communications service provider (CSP) spending on customer engagement (CE) solutions and related services for 2023–2028. The report also provides recommendations for vendors and CSPs.

This forecast report and the accompanying data annex provide:

  • a detailed, 6-year worldwide forecast for spending in the customer engagement market, split into:
    • three main application sub-segments: customer experience management, sales and order management, and customer value management
    • two delivery types: product-related and professional services (PS)
    • four telecoms services: mobile, IoT, consumer fixed and business fixed
    • eight geographical regions: Central and Eastern Europe (CEE), developed Asia–Pacific (DVAP), emerging Asia–Pacific (EMAP), Latin America (LATAM), the Middle East and North Africa (MENA), North America (NA), Sub-Saharan Africa (SSA) and Western Europe (WE)
  • an examination of the key market drivers and how they will affect spending during the forecast period
  • analysis of the business environment and regional dynamics that will influence the customer engagement market
  • a detailed market definition
  • recommendations for CSPs and vendors.


Log in

Log in to check if this content is included in your content subscription.