Organizations spend just 3% of their revenue on CX technologies, according to Metrigy Research’s “Customer Experience Transformation 2020-21” study. Depending on the technology, nearly 70% of the study’s 700 organizations plan to increase CX spending through 2025, while less than 10% plan to decrease spending. Contact center platforms are the most widely used CX technology, and organizations that already use contact center as a service (CCaaS) also plan to increase spending through 2025. So, what makes CCaaS so ripe for investment? Aside from multichannel communication capabilities, CCaaS trends, like unified communications as a service (UCaaS) and AI, drive this technology’s usage.