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In Ovum’s newly published Ovum Decision Matrix: Selecting a Customer Engagement Platform, 2018–19, we highlight a need for improved integration across horizontal functions and tighter omnichannel orchestration to support the dynamic management of responses.


  • Key takeaways from Ovum's Decision Matrix include the need to train employees on the benefits of artificial intelligence and the need to adopt a DevOps approach to software development.

Features and Benefits

  • Evaluates how data management, training, and enterprise connectivity must become priorities for enterprises.
  • Assesses how the relationship between post-data collection and machine learning will become a critical focus area in the coming months.

Key questions answered

  • What are some tips for building a data-driven enterprise?
  • What is the anatomy of a customer engagement platform?

Table of contents

Ovum view

  • Summary
  • Six key takeaways from Ovum's CEP Decision Matrix
  • Data management, training, and enterprise connectivity must become priorities


  • Further reading
  • Author

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