Sheryl Kingstone is head of the software experiences group, which includes the Workforce Productivity & Collaboration, Customer Experience & Commerce, Fintech and Macroeconomic research channels at S&P Global Market Intelligence. As a researcher, Sheryl tracks how businesses are spending on technology for the experience economy and how customer experience is a catalyst for digital transformation. Specifically, she oversees the company's coverage of a variety of customer experience data-driven software markets spanning advertising technology, marketing, sales, commerce and service. She also is responsible for both consumer spending and IT tech spending research products. Before joining S&P Global Market intelligence via acquisition, she consulted with several enterprise software companies and worked at companies in the enterprise data replication, transformation and database software market. As a recognized thought leader with more than 25 years of experience in customer experience technologies, Sheryl was awarded the CRM Influential Leaders Award and was also the first female to be inducted into the CRM Hall of Fame. Sheryl holds a Bachelor of Science degree from the University of Massachusetts and a Master of Business Administration degree from Simmons College.
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.
Amid rapid global change, understanding the rationale behind business decisions is more important than ever. Our Voice of the Enterprise: Customer Experience & Commerce, Budgets & Organizational Dynamics 2024 survey evaluates what is driving businesses' investments in the customer experience technology.
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.
Most network operators responding to our 2024 global telco survey have incorporated open APIs to their network infrastructure road maps. While rollout dates and priorities vary by region, there is a consensus that anti-fraud APIs are a top priority across all regions.
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