CX Integration Spend Drops in EMEA: Jitterbit Report

Conventional wisdom has it that the pandemic-driven shift to online channels caused a boom in customer experience tech.  So I don’t know what to make of this Jitterbit report that EMEA companies spent 15% less on customer experience integrations in 2021.  Jitterbit believes companies shifted resources to meet urgent needs for ecommerce (up 99%) and employee tech (72%).  Okay, but did CX spend really drop?