Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2020

The economic uncertainty created by COVID-19 has increased the focus on digital Customer Experience (CX) for enterprises in a scenario where they look to enhance customer experience and contain costs. Many service providers are experiencing a steep rise in the demand for digital services, and they need to invest in digital capabilities such as analytics, automation, Artificial Intelligence (AI), and omnichannel solutions to support changing client expectations. They are also offering value-added services beyond technology, in the form of CX consulting, design thinking-led customer journey orchestration, and next-generation staffing models such as Work-at-Home-Agents (WAHA), gig workers, and flex staffing. To effectively cater to these requirements, providers are developing capabilities through internal investments, their partnership ecosystem, and acquisitions.

In this research, we present detailed assessments of 37 Customer Experience Management (CXM) service providers featured on the CXM Services PEAK Matrix® Assessment 2020. 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 2019, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market.