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.

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

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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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

Healthcare Customer Experience Platforms PEAK Matrix® Assessment 2023

Top Healthcare Customer Experience Platforms

Rapid digitization of healthcare and evolving customer expectations are driving the need for personalized customer experiences across pre-care, care, and post-care interactions. To serve this need, healthcare enterprises are leveraging Customer Experience (CX) platforms to enhance patient and member experiences across multiple interaction touchpoints such as sales and marketing, services management, patient administration, care management, and billing and payments.

In this report, we assess 16 healthcare CX platform providers featured on the Healthcare Customer Experience Platforms PEAK Matrix®. The study will enable buyers to choose the best-fit provider based on their sourcing considerations, while providers will be able to benchmark their performance against each other.

DOWNLOAD THE FULL REPORT Healthcare Customer Experience Platforms PEAK Matrix® Assessment 2023

What is in this PEAK Matrix® Report

In this PEAK Matrix® assessment, we:

  • Assess the market trends for healthcare CX platforms
  • Examine enterprise sourcing considerations, along with the strengths and limitations of each provider

Scope:

  • Industry: healthcare
  • Geography: global
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading healthcare CX platform providers, client reference checks, and an ongoing analysis of the healthcare customer experience platforms market

LEARN MORE ABOUT Healthcare Customer Experience Platforms PEAK Matrix® Assessment 2023

Our Thinking

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The Promising Future of AI Translation in CXM

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CXM Outsourcing Providers Can Thrive and Grow in the Upcoming Recession: Here’s How

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Customer Data Platform – The Torchbearer of the Personalization at Scale Movement

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The Sports Marketing Playbook is Being Rewritten! Are you Ready?

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

Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023

Top Healthcare Customer Experience Management (CXM) Services in North America

The healthcare Customer Experience Management (CXM) market has grown steadily after the pandemic due to the increasing focus of healthcare enterprises on member and patient experience and care management. The rising demand for customer engagement touchpoints for a more frictionless experience for customers has led many healthcare payers and providers to offer digital-led CX services, either by building in-house capabilities or by engaging with CXM service providers. Providers have strengthened their non-traditional and non-voice channel offerings and enhanced their digital CX toolkits in automation, analytics, conversational AI/chatbots, omnichannel delivery, and cloud-based contact centers.

However, enterprises are increasingly looking for more strategic and transformative long-term CXM services and solutions to support growing enrollment, improve experiences, and address the talent shortage.

In this research, we assess 19 healthcare CXM BPS providers featured on the Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023. Each provider profile provides a comprehensive picture of its service focus, key Intellectual Property (IP) / solutions, domain investments, and case studies.

DOWNLOAD THE FULL REPORT Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023

 

What is in this PEAK Matrix® Report:

This report provides a detailed analysis of 19 healthcare CXM service providers and includes:

  • A relative positioning of the providers on Everest Group’s PEAK Matrix® for Life Sciences Operations Services
  • A comparison of the providers’ capabilities and market shares
  • Everest Group’s analysis of the providers’ strengths and limitations

Scope:

  • Industry: healthcare
  • Geography: North America
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading healthcare CXM service providers, client reference checks, and an ongoing analysis of the healthcare CXM services market

LEARN MORE ABOUT Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023

 

Our Thinking

GettyImages 1367728606
Blog

The Promising Future of AI Translation in CXM

GettyImages 1305250081
Blog

CXM Outsourcing Providers Can Thrive and Grow in the Upcoming Recession: Here’s How

ADP Meeting of the minds big data data cloud
Blog

Customer Data Platform – The Torchbearer of the Personalization at Scale Movement

GettyImages 1372365545
Blog

The Sports Marketing Playbook is Being Rewritten! Are you Ready?

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 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.

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

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

GettyImages 1367728606
Blog

The Promising Future of AI Translation in CXM

GettyImages 1305250081
Blog

CXM Outsourcing Providers Can Thrive and Grow in the Upcoming Recession: Here’s How

ADP Meeting of the minds big data data cloud
Blog

Customer Data Platform – The Torchbearer of the Personalization at Scale Movement

GettyImages 1372365545
Blog

The Sports Marketing Playbook is Being Rewritten! Are you Ready?

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

GettyImages 1367728606
Blog

The Promising Future of AI Translation in CXM

GettyImages 1305250081
Blog

CXM Outsourcing Providers Can Thrive and Grow in the Upcoming Recession: Here’s How

ADP Meeting of the minds big data data cloud
Blog

Customer Data Platform – The Torchbearer of the Personalization at Scale Movement

GettyImages 1372365545
Blog

The Sports Marketing Playbook is Being Rewritten! Are you Ready?

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

CXM Outsourcing
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Customer Experience Management (CXM) Outsourcing Spiked 12-14% in 2021 as Enterprises Doubled Down on Delivering Digital Experiences to Customers—Everest Group

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How a Robust CXM Outsourcing Strategy Can Help Enterprises Navigate the Economic Downturn

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How the Russia-Ukraine Crisis Can Impact Customer Experience Management Services and Alternative Locations to Consider for CXM Outsourcing

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

Customer Experience is a Top Business Priority for Life Sciences Enterprises
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Customer Experience is a Top Business Priority for Life Sciences Enterprises

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Contact Center-as-a-Service: When It Makes Sense

Health Plans are Shifting from CRM to CXM Platforms
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Health Plans are Shifting from CRM to CXM Platforms

Digital Workplace Services Category Strategy-Using Porter’s Five Forces to Assess Industry Competitiveness
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Economic Uncertainty
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Key Issues for 2023: Rise Above Economic Uncertainty and Succeed

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PEAK Matrix®

Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023

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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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