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 of each CXM service provider – with a comprehensive picture of its services suite, scale of operations, recent developments and investments, technology solutions, and delivery locations – and specifies the provider’s position on the Everest Group PEAK Matrix®.

Scope

• Industry: CXM
• This compendium evaluates the following CXM service providers in EMEA with multi-process capabilities: Atento, Bosch Service Solutions, Capita, Comdata Group, Concentrix, Conduent, Firstsource, Genpact, HCL, Infosys, Majorel, Sitel, Startek, Sutherland, Sykes, Tech Mahindra, Teleperformance, TELUS International, Transcom, Webhelp, and Wipro

Contents

Each service provider profile provides the following details:

• CXM services in EMEA service suite and scale of operations: key leaders, services suite, FTEs, and recent developments and investments
• CXM services in EMEA client portfolio: major CXM investments, FTE split by geography, language, and process coverage
• CXM services in EMEA client portfolio: major engagements, revenue split by geography, industry, and number of clients by buyer size
• CXM services in EMEA delivery locations: details of key delivery locations worldwide
• Detailed assessment of CXM services in EMEA capabilities: market success, delivery capability assessment, and remarks on each service provider’s strengths and areas of improvement

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management