Customer Experience Management (CXM) in the Americas – Service Provider Landscape with PEAK Matrix® Assessment 2022
The Customer Experience Management (CXM) market in the Americas has shown signifi[...]
Our PEAK Matrix assessments provide the analysis and insights enterprises need to make critical selection decisions about global top services providers, top locations, best-in-class products, and best-in-class solutions. Leading enterprises around the globe trust these comparative assessments because of their unbiased evaluation of factors such as vision, capabilities/functionality, talent availability, market success/impact, and cost. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix to gauge and calibrate their offerings against their peers.
Note: While our PEAK Matrix assessments provide a useful starting point, Everest Group recommends that each enterprise consider its unique situation and requirements and match them against the assessment findings.
The PEAK Matrix is a proprietary framework for assessing the relative market success and overall capability of service providers based on performance, experiences, ability, and knowledge. Each service provider is comparatively assessed on two dimensions: market success and delivery capabilities. Market success is measured by revenue, number of clients and year-over-year growth. Delivery capability is measured by scale of operations, scope, technology and innovation, delivery footprint and buyer satisfaction. The PEAK Matrix assessment process also includes provider customer reference interviews – a critical step which some other research firms exclude.
The PEAK Matrix provides an objective, data-driven assessment of service and technology providers based on the overall capability and market impact across different global services markets. The resulting matrix categorizes service providers as Leaders, Major Contenders, and Aspirants. Companies that demonstrate strong upward movement in successive reports are recognized as Star Performers.
Star Performers are selected based on a relative comparison of providers’ performance on the market impact and vision and capability dimensions in the previous and latest PEAK Matrix assessments. Providers with the highest year-over-year improvement are designated as Star Performers. The Star Performer title does not reflect the overall market leadership position; however, which is designated through the Leaders, Major Contenders, and Aspirants placements.
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.
Interested in learning more?
Each report covers 15-25 top service providers, best-in-class solutions, top locations, or best-in-class products within a function, process, or industry. Each report includes the PEAK Matrix, which classifies subjects into Leaders, Major Contenders, and Aspirants. The evaluation also identifies Star Performers based on the greatest positive relative year-over-year movement on the PEAK Matrix. The reports include the latest service provider and location information and intelligence.
Availability: Within a membership and by online report purchase.
If you are interested in sharing the results of a PEAK Matrix analysis, we request that you follow our citation policy. If you wish to share our intellectual property with others, please contact us to discuss custom versions and licensing agreement.
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