Customer Experience (CX) Analytics – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019
The contact center outsourcing industry has undergone a transcendental shift. It is no longer concentrating only on reducing cost for the organization, but also on helping them create differentiation in the market. One of the solutions that has helped firms stand out from the competition is analytics. CX analytics opens doors to new possibilities as it not only helps to draw insights based on past customer behavior but also predicts future behavior. Moreover, the power of analytics will be significantly compounded in the future through the rise of artificial intelligence / cognitive technologies, which will fundamentally alter the way decisions are made.
Against this backdrop, the report seeks to explore the adoption trends of CX analytics services and the capabilities of service providers in this space. It comprises players that predominantly deliver services in the CCO/CXM space as well as those that have broad-based analytics play in the market. With only 30-35% of the CCO/CXM clients with deployments of CX analytics solutions, the untapped opportunity in the market is huge.
In this research, we analyze the CX analytics services landscape with focus on:
- Adoption trends of CX analytics services
- Relative positioning of 14 service providers on Everest Group’s PEAK Matrix for CX analytics services
- Everest Group’s remarks on service providers capabilities in CX analytics services
This report is available to members.
