Good morning: The challenge of entering the CX space

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Good morning, Marketers, and we have a late entry in the CX race.

Microsoft, which has of course been a CRM vendor for around five years, suddenly jumped into the CX space this week. Did not see that coming, as I would have thought they would have made that move long ago if they were going to make it at all.

One obstacle they surely face is that businesses using a Dynamics 365 instance as their CRM surely have customer engagement solutions already in place. The integrations Microsoft is announcing mean that their CX platform should work well with Microsoft CRM and advertising but is that enough of an offer to persuade enterprises to switch away from Adobe, Oracle or whatever they’re using to court their customers.

Of course, CX is by no means the only thing Adobe or Oracle offer, let alone SAP, but will Microsoft prove to be focused on developing and selling this solution?

Kim Davis

Editorial Director