Catering to Global Customer Experience Management (CXM) Requirements: What It Means to Be a Truly Global Service Provider

Enterprises with operations across regions are increasingly seeking to work with global Customer Experience Management (CXM) service providers that can meet their distinct needs related to CX strategy support, talent management, and digital CX solutions for a global audience. Such enterprises have showed interest in engaging strategically with global partners that can enable them to drive their CX vision globally, while offering a consistent and personalized experience to a diversified customer base.

In this report, we examine the distinct needs of global enterprises, explore the capabilities of global CXM providers, and describe how these capabilities enable them to serve the needs of global enterprises. We also identify 14 global CXM providers based on their operational presence and maturity across the Americas, EMEA, and APAC, and their capability to serve customers globally in multiple languages.