Customer Experience Management (CXM) Services

After an unprecedented rebound in 2021, the global Customer Experience Management (CXM) outsourcing market experienced a relative slowdown in 2022 due to macro-economic challenges and concerns about market downturns leading to a deceleration in new deals.

Notwithstanding these challenges, enterprises have remained committed to optimizing costs, pursuing digital transformation, and improving customer loyalty and retention. These enterprise priorities mean that outsourcing remains an indispensable lever for enterprises to unlock value. One of the crucial ways in which service providers are actively looking to address evolving enterprise priorities is by engaging in technology partnerships and/or developing proprietary technology tools that enable operational efficiencies and seamless experiences for the digital-age consumer.

Generative AI and LLMs have revolutionized the CXM market by enabling personalized customer experiences at scale. As businesses increasingly prioritize customer-centric strategies, generative AI’s relevance will continue to grow, ushering in an era of hyper-personalization and enhanced customer engagement, shaping the future of CXM. CXM service providers are expected to heavily leverage these technologies to augment their service offerings.

CXMAPAC2023V1 CXMEMEA2023 CXMAmericas2023 CXMGlobal2023 1

What is in this PEAK Matrix® Report

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.
 

In this report, we share the:

  • 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

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

Related PEAK Matrix® Assessments

Payment Integrity Solutions
PEAK Matrix®

Payment Integrity Solutions PEAK Matrix® Assessment 2024

Healthcare Payer Digital Services
PEAK Matrix®

Healthcare Payer Digital Services PEAK Matrix® Assessment 2023

Patient Engagement Platforms
PEAK Matrix®

Patient Engagement Platforms PEAK Matrix® Assessment 2023

Customer Experience Management
PEAK Matrix®

Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2023

Our Latest Thinking

Wipro Acquires Capco Creating End-to-End Digital Consulting Services
Blog

Concentrix Acquires Webhelp: A Game Changer in the Global Customer Experience Management (CXM) Landscape

Customer Experience Management (CXM) in Brazil-Top 15 Providers 2022
Market Insights™

Customer Experience Management (CXM) in Brazil: Top 15 Providers 2022

Health Plans are Shifting from CRM to CXM Platforms
Market Insights™

Health Plans are Shifting from CRM to CXM Platforms

Digital Workplace Services Category Strategy-Using Porter’s Five Forces to Assess Industry Competitiveness
Market Insights™

Digital Workplace Services Category Strategy: Using Porter’s Five Forces to Assess Industry Competitiveness

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

How can we engage?

Please let us know how we can help you on your journey.

Contact Us

"*" indicates required fields

Please review our Privacy Notice and check the box below to consent to the use of Personal Data that you provide.