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.
Our research indicates that robocalls and spam SMS are altering consumer behavior, leading to ignored calls and notifications. Bandwidth NRM allows organizations to monitor call labeling, addressing issues like missed communications and declining answer rates due to improper labels.
As AI advances toward autonomous agents capable of completing increasingly complex tasks without manual intervention, vendors are considering alternatives to traditional contact center pricing, influencing a shift from conventional, per-seat pricing to more dynamic, usage- and outcome-based pricing models that align costs with performance metrics.
Voice of the Enterprise: Customer Experience & Commerce provides you with actionable data and insight to understand the key dynamics driving organizational and budget decisions on the customer experience technology market.
Combining 451 Research’s industry-leading analysis with a proprietary, primarily US-based panel of IT and line-of-business decision-makers, Voice of the Enterprise: Customer Experience & Commerce, Merchant Study tracks the disruption occurring in the market and exposes the major opportunities for enterprises, IT vendors, suppliers and investors. Delivered quarterly, this research provides comprehensive, survey-driven analyst reports with customizable data deliverables.
This online survey of approximately 500 respondents was fielded from March 28 through May 1, 2025.
Now in its sixth year, our Voice of the Enterprise: Customer Experience & Commerce, Merchant Study 2025 provides a unique view into the strategies, trends and technologies that are top of mind for 500 commerce technology buyers. This report highlights data from the commerce, digital experience and generative AI components of our annual survey.
Payments have become a priority for the board room, with more enterprises modernizing infrastructure to meet growth, customer experience and profitability objectives.
Crosstabs (Excel tables | Download link in sidebar to the right) - Crosstabs of complete worldwide and regional survey results datasets, including key metrics and segmentation.
Charts and Figures (PowerPoint charts | Navigate charts in sidebar to the left | Download link in sidebar to the right) - PowerPoint slide deck of complete top-line survey results in charts and figures.
Data Insights Deck (PowerPoint charts | Coming soon) – PowerPoint slide deck of advanced charts supporting deeper analysis and insight.
The company is a key provider in the customer service technology sector with its latest advancements in AI and contact center solutions. It recently unveiled several enhancements to its newly branded Resolution Platform, focusing on integrating advanced AI capabilities and expanding its contact center offerings.
Our most recent analysis of the network API market opportunity shows significant growth potential, particularly in sectors such as finance and insurance. Here, we provide an overview of the report, highlighting factors such as geographic distribution, vertical markets and company size categories.
Voice of the Enterprise: Customer Experience & Commerce provides actionable data and insight to understand the key dynamics driving organizational and budget decisions on the customer experience technology market.
Combining 451 Research’s industry-leading analysis with a proprietary, primarily US-based panel of IT and line-of-business decision-makers, Voice of the Enterprise: Customer Experience & Commerce, Budgets & Organizational Dynamics tracks the disruption occurring in the market and exposes the major opportunities for enterprises, IT vendors, suppliers and investors. Delivered quarterly, this research provides comprehensive, survey-driven analyst reports with customizable data deliverables.
This online survey of approximately 650 respondents was conducted from Jan. 21 through Feb. 24, 2025. The margin of error for top-line statistics is +/- 4 points at the 95% confidence level.
Businesses are embracing innovative technology such as predictive and generative AI to capitalize on the business value of intelligent experiences, support improved customer service and scale personalization strategies.
Crosstabs (Excel tables | Download link in sidebar to the right) – Crosstabs of complete worldwide and regional survey results datasets, including key metrics and segmentation.
Charts and Figures (PowerPoint charts | Navigate charts in sidebar to the left | Download link in sidebar to the right) – PowerPoint slide deck of complete top-line survey results in charts and figures.
Data Insights Deck (PowerPoint charts | Coming soon) – PowerPoint slide deck of advanced charts supporting deeper analysis and insight.
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