Raúl Castañón is a senior research analyst in the 451 Research technology research group within S&P Global Market Intelligence. He contributes to both the Customer Experience & Commerce and Workforce Productivity & Collaboration channels, focusing on business communications and collaboration and the digitization of the employee and customer experiences. Raúl’s areas of concentration include communications platform as a service, contact center as a service, unified communications, collaboration and enterprise messaging, conversational AI, speech technologies, chatbots and intelligent assistants. Raúl arrived at S&P Global Market Intelligence through its 2019 acquisition of 451 Research. Prior to 451 Research, he was a product manager at EMOSpeech, a startup focused on speech emotion recognition technology. At Comverse Network Systems, he gained significant experience in product marketing working with tier 1 mobile operators to define strategy, pricing and business models for voice and data products. Raúl is widely quoted in the top-tier press, including publications such as Business Insider, CIO, Computerworld, Fortune, The Information and Wired. Raúl holds a holds a bachelor’s degree from ITESO University in Guadalajara, México; a certificate in telecommunications from ITESM Mexico City; and an MBA from the Fuqua School of Business at Duke University.
A frustrating authentication process and fraud are among the top issues consumers face when using financial services apps, according to 451 Research's recent VoCUL survey. Network API-based services can help financial and banking organizations reduce friction while enabling a secure and convenient digital user experience.
Robocalls and spam SMS represent a serious threat. In addition to account takeover and identity theft, the misuse of digital communications is influencing consumer behavior, prompting them to ignore important notifications, which could derail businesses' digital transformation initiatives.
The company has named Anthony Bartolo as chief executive of Aduna, a joint venture launched in September in partnership with global telecom operators to aggregate, harmonize and sell network APIs on a global scale.
Nearly half of US consumers abandoned an online shopping cart in the past six months due to difficulties in completing their purchase, according to our survey. Network API services such as KYC fill-in can help developers address this issue by reducing friction in the digital purchasing process with one-click checkout.
While activity slowed after 2021, customer experience remains an active sector for M&A, with 350 deals over the past five years, according to 451 Research's M&A Knowledgebase. In this report, we examine how the emergence of generative AI as the next phase for CX could accelerate consolidation in this space next year.
Businesses are poised to navigate a shifting landscape transformed by generative AI, unified commerce and agentic AI. These technologies promise to reshape customer engagement and operational efficiency, demanding strategic agility and robust data strategies. Organizations that effectively integrate these advancements will be well-positioned to deliver personalized, seamless experiences, maintaining a competitive edge in an increasingly complex digital ecosystem.
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