Global System Integrators (GSIs) in Customer Experience (CX): Unveiling Market Leaders and Their Race to Redefine CX

As Customer Experience (CX) becomes a strategic priority across industries, Global System Integrators (GSIs) are emerging as key partners driving enterprise-wide CX transformation. This report explores how GSIs are evolving from technology implementers to strategic orchestrators integrating cloud, AI, data, and design to deliver seamless, end-to-end CXs.

Enterprises increasingly rely on GSIs to unify fragmented CX ecosystems, modernize legacy platforms, and operationalize AI responsibly across customer touchpoints. Leading GSIs combine consulting expertise, platform engineering, and managed CX services to align experience strategy with technology execution while maintaining compliance and governance at scale.

The report evaluates 12 GSIs based on their CX capabilities, innovation focus, ecosystem partnerships, and delivery approaches. It highlights their differentiators across CX strategy and design, platform and data integration, AI and analytics, managed CX, CX-as-a-service, and security and compliance. The analysis provides actionable insights for enterprises seeking to identify suitable partners for scalable, AI-ready CX transformation.