2010s saw the emergence of Digital Transformation led by Cloud Computing & Analytics. CXOs were mandated to drive cost benefits and manage humongous amount of data.

2020s will be about leveraging this mammoth data to deliver remarkable digital experiences to your end customers. CIOs, CDOs and CMOs will lead this transformation to ensure that their organizations deliver real time, insights driven and personalized experiences to customers. It won't be unfair to say that CXM will become a boardroom conversation in the new decade.