Customer Experience Management (CXM) in EMEA – PEAK Matrix® Assessment with Service Provider Landscape 2021

The Customer Experience Management (CXM) market in Europe, Middle East, and Africa (EMEA) has experienced growth due to increased demand for outsourcing, as enterprises look to cut costs, balance risks, and overcome pandemic-induced challenges, while ensuring superior customer experience. They have turned to service providers to digitalize their operations, shift to non-voice channels, and migrate to cloud services, while complying with regulatory and security norms and ensuring agent well-being. Service providers have shown resilience by setting up Work-At-Home-Agent (WAHA) models, designing hybrid offices and operating frameworks, and establishing instant scaling options, as well as investing in digital offerings such as conversational AI, intelligent automation, cloud-based contact centers, and omnichannel delivery to ensure business continuity for clients.

Providers are also forging more strategic partnerships through consultative engagements, risk-sharing through outcome-based pricing models, and agent engagement through advanced learning and collaboration platforms to effectively cater to enterprise requirements.

In this research, we present detailed assessments of 25 CXM service providers in EMEA featured on Everest Group’s CXM Services PEAK Matrix® Assessment 2021. 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.