Category: Customer Experience

Customer Experience Management (CXM) in EMEA – Service Provider Landscape with PEAK Matrix® Assessment 2022

Top Customer Experience Management (CXM) Services in EMEA

The Customer Experience Management (CXM) market in Europe, the Middle East, and Africa (EMEA) grew at an unprecedented pace in 2021. Buyers showed a higher propensity to outsource and shifted their priorities with heightened awareness of the importance of personalized CX in driving customer acquisition and retention and creating market differentiation.

To provide an unparalleled personalized experience, organizations are pushing for digital customer experience management through a combination of digital tools, such as advanced analytics, intelligent automation, conversational AI, and omnichannel and agent-assist tools. The demand for transformation consulting services, such as customer journey mapping and design thinking, has also increased significantly among enterprises to accelerate their digital transformation initiatives and achieve business continuity, expanding the scope of existing CXM contracts.

To effectively serve these requirements, providers are developing capabilities through internal investments, their partnership ecosystems, and acquisitions. They are also setting up multilingual hubs across Europe to serve the diverse language needs of this region.

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What is in this PEAK Matrix® Report:

In this research, we analyze the CXM service provider landscape in EMEA and its impact on the EMEA CXM market. In particular, we focus on:

  • CXM Services in EMEA PEAK Matrix® Assessment 2022
  • Key insights into PEAK Matrix® dimensions
    Strengths and limitations of individual service providers
  • Sourcing considerations for buyers

In this research, we present detailed assessments of 25 CXM service providers in EMEA featured on Everest Group’s CXM Services PEAK Matrix® Assessment 2022. Each assessment provides a comprehensive picture of the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback.

LEARN MORE ABOUT Customer Experience Management (CXM) in EMEA – Service Provider Landscape with PEAK Matrix® Assessment 2022

Our Thinking

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Who is Leading Customer Experience Management (CXM) Services in Europe?

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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.

LEARN MORE ABOUT Top Service Providers

Customer Experience Management (CXM) in APAC – Service Provider Landscape with PEAK Matrix® Assessment 2022

Top Customer Experience Management (CXM)  Service Providers in APAC

The APAC Customer Experience Management (CXM) market remained strongly resilient after the pandemic in 2021. Digitization and digital transactions increased in developing countries, such as India, China, Malaysia, and Indonesia. Buyer demographics in APAC are skewed toward small and midsize enterprises, which require a combination of digital tools, such as advanced analytics, intelligent automation, conversational AI, omnichannel, and agent-assist tools to serve the surging demand for personalization across industries. These enterprises are increasingly turning to service providers for domain and technical expertise to scale and digitalize their operations.

Also noticeable is a strong demand for transformation consulting services, such as customer journey mapping and design thinking among enterprises to accelerate their digital transformation initiatives and ensure business continuity, leading to a scope expansion within existing CXM contracts.

DOWNLOAD THE FULL REPORT Customer Experience Management (CXM) in APAC – Service Provider Landscape with PEAK Matrix® Assessment 2022

What is in this PEAK Matrix® Report:

  • CXM Services in APAC – Service Provider Landscape with PEAK Matrix® Assessment 2022
  • Strengths and limitations of the service providers studied
  • Sourcing considerations for buyers

In this research, we present detailed assessments of 20 CXM service providers in APAC featured on the CXM Services PEAK Matrix® Assessment 2022. Each assessment provides a comprehensive picture of the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback.

LEARN MORE ABOUT Customer Experience Management (CXM) in APAC – Service Provider Landscape with PEAK Matrix® Assessment 2022

Our Thinking

Customer Experience Delivery
Webinars

How are Leading Organizations Delivering Exceptional Customer Experience?

09 29 Who is Leading Customer Experience Management CXM Services in Europe 1200x628 copy
Webinars

Who is Leading Customer Experience Management (CXM) Services in Europe?

Digital Service Providers
Blog

Three CRM Insights to Prepare for the Future of Customer Experience

Abstract motion-blurred view from a moving train
Blog

Six Common Challenges Customer Experience (CX) Leaders Face

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.

LEARN MORE ABOUT Top Service Providers

Customer Experience Management (CXM) in the Americas – Service Provider Landscape with PEAK Matrix® Assessment 2022

Top Customer Experience Management (CXM) Service Providers in the Americas

The Customer Experience Management (CXM) market in the Americas showed significant resilience throughout the post-pandemic phase in 2021, as enterprises across the board continued their investments in this space to retain existing customers and attract new ones. Digital CX implementations primarily drove these investments in areas such as automation, analytics, conversational AI/chatbots, agent-assist solutions, omnichannel delivery, and cloud-based contact center platforms to modernize their contact centers and provide the frictionless experience that modern-age customers expect from brands.

The demand for the Work-at-Home Agent (WAHA) service delivery model has gone up, especially from enterprises that are looking specifically for onshore support for their end customers. Also noticeable was a strong demand for transformation consulting services such as customer journey mapping and design thinking by enterprises to accelerate their digital transformation initiatives and achieve business continuity leading to scope expansion within existing CXM contracts. The LATAM market grew slightly faster than the North American market, albeit on a smaller base.

DOWNLOAD THE FULL REPORT Customer Experience Management (CXM) in the Americas – Service Provider Landscape with PEAK Matrix® Assessment 2022

Customer Experience Management (CXM) in the Americas – Service Provider Landscape with PEAK Matrix® Assessment 2022: What is the Scope?

  • Geography: Americas (North and South America)

What is in this PEAK Matrix® Report:

This research presents detailed assessments of 37 CXM service providers in the Americas, featured on the CXM Services PEAK Matrix® Assessment 2022. Each assessment provides a comprehensive picture of the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback. The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market.

This report examines:

  • The Customer Experience Management (CXM) Service Provider Landscape in Americas – PEAK Matrix® Assessment 2022
  • Strengths and limitations of individual service providers
  • Sourcing considerations for buyers

LEARN MORE ABOUT Customer Experience Management (CXM) in the Americas – Service Provider Landscape with PEAK Matrix® Assessment 2022

Our Thinking

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CXM Market’s Dream Run – What’s Driving It and Will It Last?

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Sitel Group’s Acquisition of SYKES Makes a Big Statement – What Does It Mean for the CXM Industry?

Impact Sourcing
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Enterprise Adoption of Digital Customer Experience (CX) Capabilities Soars, Expected to Grow at 25% CAGR—Everest Group

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Health Plans are Shifting from CRM to CXM Platforms

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Are You Effectively Leveraging Provider Relationships to Drive Better Customer Experience?

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.

LEARN MORE ABOUT Top Service Providers

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