Advanced CRM applications are rapidly evolving into customer engagement platforms (CEPs). The Omdia Universe: Selecting a Customer Engagement Platform, 2020/21, provides a comparative analysis of 10 vendor CEPs. The 10 vendors included in this report are: Adobe, Creatio, Microsoft, Oracle, Pegasystems, Salesforce, SAP, ServiceNow, SugarCRM, and Zoho.
The Analyst Team
Jeremy Cox
Principal Analyst, Customer Engagement
Jeremy leads research into advanced CRM applications, their evolution into enterprise customer engagement platforms (CEPs), and how they can be harnessed to drive growth. He advises on customer engagement strategies and the principles to harness CEPs as a component within the enterprise digital landscape.
Since joining Omdia (formerly Ovum) in 2012, Jeremy has established the broader customer-adaptive enterprise context, identifying the essential attributes of customer orientation and technology-enabled capabilities that enterprises must have to maintain customer relevance. He also advises CEP vendors on the digital capabilities they must enable to support enterprises on their transformation journeys. Jeremy served as a principal consultant in CRM at KPMG Consulting, advising clients such as BT and HP, following 12 years at IBM supporting global go-to-market initiatives and enterprise coverage strategies. He holds a master’s degree with distinction in strategic CRM from the Alliance Manchester Business School in the UK.
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