Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025

The global CXM services market is advancing significantly across the Americas, APAC, and EMEA, towards AI-native execution, driven by agentic AI and generative AI moving into production. Enterprises are increasingly investing in intelligent systems, particularly those powered by AI, to anticipate customer needs and act on them. At the same time, many enterprises have advanced some gen AI use cases from experimental pilots into full-scale production, enabling transformative applications such as dynamic content creation, real-time agent assistance, and proactive customer engagement.

CXM service providers are evolving into sophisticated orchestrators, blending advanced AI technologies with deep process expertise, industry domain knowledge, and consulting capabilities. This evolution is reinforced by strategic ecosystem partnerships with leading technology providers that enhance differentiation and deliver measurable business impact. As a result, CXM is no longer viewed as a supporting function but as both a growth accelerator and a resilience pillar for enterprises striving to attract, retain, and delight customers in an increasingly competitive marketplace.

In this research, we assess 61 CXM service providers worldwide featured across 4 CXM Services PEAK Matrix^® Assessments and evaluate their market success and vision and capabilities. Each provider profile offers a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies.