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Shirley Hung Parascript Stacklet Cloudangles Allscripts Firstsource Interloop Quantzig

Provider Compendium
Dec. 22, 2023

Shirley Hung

Partner

David Rickard

Partner

Anubhav Das

Practice Director

Divya Baweja

Practice Director

Aman Birari

Senior Analyst

Rishav Kumar

Practice Director

Rashi Garg

Assistant Manager

Customer Experience Management (CXM) Services – Provider Compendium 2023

Customer Experience Management (CXM) Service Provider Compendium 2023 provides detailed and fact-based snapshots of 54 CXM service providers. Each profile offers a comprehensive view of the provider’s scale of operations, digital solutions, portfolio mix, and delivery…
PEAK Matrix®
Sep. 01, 2023

Shirley Hung

Partner

David Rickard

Partner

Anubhav Das

Practice Director

Divya Baweja

Practice Director

Aman Birari

Senior Analyst

Rishav Kumar

Practice Director

Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2023

After an unprecedented rebound in 2021, the global Customer Experience Management (CXM) outsourcing market experienced a relative slowdown in 2022 due to macro-economic challenges and concerns about market downturns leading to a deceleration in new deals.…
Provider Compendium
Nov. 20, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2021

Customer Experience Management (CXM) Services in Europe, Middle East, and Africa (EMEA) – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 21 CXM service providers operating in EMEA. It offers a detailed profile…
PEAK Matrix®
Sep. 29, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Customer Experience Management (CXM) – Service Provider Landscape in EMEA with Services PEAK Matrix® Assessment 2020

The Customer Experience Management (CXM) market in Europe, Middle East, and Africa (EMEA) has experienced steady growth over the last few years, driven by increasing adoption of digital services and emerging verticals and countries. While economic…
Provider Compendium
Sep. 17, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Customer Experience Management (CXM) – Service Provider Compendium 2020

The Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 34 CXM service providers. In it, we present the providers’ scale of operations, technology solutions, and delivery locations, along with…
PEAK Matrix®
June 29, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2020

The economic uncertainty created by COVID-19 has increased the focus on digital Customer Experience (CX) for enterprises in a scenario where they look to enhance customer experience and contain costs. Many service providers are experiencing a…
State of the Market
Sep. 30, 2019

Shirley Hung

Partner

Sharang Sharma

Vice President

Customer Experience Management (CXM) Annual Report 2019: Delivering Next-generation Contact Center Services

The Customer Experience Management (CXM) industry is witnessing significant disruption in service delivery, as buyers are increasing their focus on digital solutions to reduce costs, optimize operations, and improve Customer Experience (CX). While traditional contact centers…
PEAK Matrix®
June 28, 2019

Shirley Hung

Partner

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

The CXM space is witnessing rapid shift to digitally driven CX, fueled by changing buyer demands. These changes are driving service providers to invest in digital capabilities across the board, instead of focusing on selective capabilities.…