Banking Customer Experience Orchestration Products (CXOP) PEAK Matrix® Assessment 2025

To stay competitive amid shifting consumer behavior and regulatory pressures, banks are investing in intelligent platforms that can orchestrate consistent, hyper-personalized experiences across the customer life cycle. Customer Experience Orchestration Products (CXOPs) are emerging as strategic solutions, enabling banks to consolidate engagement tools, automate decisioning, and unify data across channels. These platforms integrate journey analytics, omnichannel communication, and customer data platforms to support acquisition, servicing, and retention goals.

This report evaluates the market impact and capabilities of 23 leading CXOP providers based on Everest Group’s proprietary PEAK Matrix® framework. It highlights how providers are differentiating through AI-driven personalization, composable architecture, and integration readiness. It also explores how buyers are prioritizing cloud-native deployment, data strategy, and IP-backed automation when selecting platforms. As CXOP adoption scales, this research helps banks identify partners aligned with their transformation roadmaps and innovation needs.