Customer experience to define the future of SaaS

SaaS businesses are diversifying, providing specialist services to make management of customer experiences easier, writes Emmet Ryan

Emmet Ryan

Technology Correspondent @emmetjryan
24th September, 2017
Ryan Smith, chief executive, Qualtrics: ‘SaaS is an element of a new frontier’ Picture: Maura Hickey

Customer experience is going to define the growth of Software as a service (SaaS) businesses according to Ryan Smith, chief executive of Qualtrics.

Smith, who started the company in Provo, Utah, 15 years ago said the strength of any tech business was its ability to change. He said Saas firms and their customers are going to need to make significant moves in the near future around customer experience.

“Tech has totally changed and you have to...

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