The global CXM services market is advancing significantly across the Americas, APAC, and EMEA towards AI-native execution, driven by agentic AI and generative AI moving into production. Enterprises are increasingly investing in intelligent systems, particularly those powered by AI, to anticipate customer needs and act on them. At the same time, many enterprises have advanced some gen AI use cases from experimental pilots into full-scale production, enabling transformative applications such as dynamic content creation, real-time agent assistance, and proactive customer engagement.
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Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025
In this research, we assess 61 CXM service providers worldwide featured across 4 CXM Services PEAK Matrix® Assessments and evaluate their market success and vision and capabilities. Each provider profile offers a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies.
Scope
- Industry: all industries
- Geography: global with individual focus on Americas, EMEA, and APAC
- The assessment is based on Everest Group’s annual RFI process for the calendar year 2025, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market
Contents
In this report, we share:
- Customer Experience Management (CXM) PEAK Matrix® Assessment 2025 – Global
- Customer Experience Management (CXM) PEAK Matrix® Assessment 2025 – Americas
- Customer Experience Management (CXM) PEAK Matrix® Assessment 2025 – EMEA
- Customer Experience Management (CXM) PEAK Matrix® Assessment 2025 – APAC
- Strengths and limitations of the service providers evaluated
- Sourcing considerations for buyers
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Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2023
In this research, we assess 54 CXM service providers worldwide featured across 4 CXM Services PEAK Matrix® Assessments and evaluate their market success and vision & capabilities. Each provider profile provides a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies.
Scope
- All industries
- Geographies covered: global, Americas, EMEA, and APAC
- The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market
Contents
In this report, we share:
- Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – Global
- Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – Americas
- Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – EMEA
- Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – APAC
- Strengths and limitations of the service providers evaluated
- Sourcing considerations for buyers
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What is the PEAK Matrix®?
The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.
