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Ovum's ICT Enterprise Insights program, based on interviews with around 7,000 senior IT executives, answers the key questions. This brief focuses on the top findings from this program for the Customer Engagement category.


  • Investments in customer engagement are on the rise.
  • Marketing automation will move beyond brand building.
  • The collaborative workforce platform is taking shape.

Features and Benefits

  • Assesses how vendors and enterprises can succeed in the emerging enterprise platform market.
  • Predicts potential investments in the customer engagement, marketing automation, and collaborative workforce platform categories.

Key questions answered

  • What are the investments planned for customer engagement platforms?
  • What are the investments planned for marketing automation platforms?
  • What are the investments planned for collaborative workforce platforms?

Table of contents


  • Introduction
  • Download 1: 2019 ICT Enterprise Insights in Customer Engagement

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