Customer Experience (CX) is fundamentally transforming as enterprises shift from managing costs to achieving measurable business outcomes. With generative AI, Large Action Models (LAMs), and advanced analytics at the core, organizations are adopting outcome-driven strategies that create personalized, efficient, and scalable CX delivery models. In this report, we explore how global enterprises embed AI across the CX value chain to unlock growth opportunities, improve customer engagement, and drive operational efficiency. From hyper-personalization for Subject Matter Experts (SMEs) to multilingual support and dynamic pricing, AI enables businesses to deliver seamless, context-aware experiences across channels and touchpoints. This report demonstrates AI’s potential to enhance top-line and bottom-line impact through practical use cases, from virtual try-ons in retail to AI-powered virtual assistants in banking and telecom. These use cases emphasize a total experience approach that integrates employees, customers, and operational insights, shifting the CX narrative from isolated support functions to enterprise-wide engagement. Scope Geography: global Industry: all Service: CXM Contents In this report, we examine: Examine enterprises’ evolving CX strategies from cost efficiency to outcome-driven transformation using AI Assess how generative AI, LAMs, and multimodal AI enable intelligent, personalized CX Analyze key stages in building scalable AI-powered CX models Evaluate use cases across industries, highlighting AI’s impact on engagement, efficiency, and revenue

Customer Experience Management (CXM) in EMEA – Provider Compendium 2024 provides detailed and fact-based snapshots of 39 CXM providers offering services in the EMEA region. Each profile offers a comprehensive view of the provider’s scale of operations, proprietary digital solutions, partnership ecosystem, portfolio mix, and delivery locations. The compendium will enable providers to benchmark their capabilities against their competition, while CXM buyers will be able to assess the providers based on their specific capabilities. Scope Domain: CXM Industry: all Geography: EMEA Contents In this research, we feature profiles of 39 CXM providers offering services in the EMEA region and examine their: Services’ suite and scale of operations, including key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Key delivery locations worldwide Capabilities, major engagements, and revenue by geography, industry, and buyer size Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Customer Experience Management (CXM) Service Provider Compendium 2024 – APAC offers detailed and fact-based snapshots of 35 CXM providers offering services in APAC. Each profile offers a comprehensive view of the provider’s scale of operations, proprietary digital solutions, partnership ecosystem, portfolio mix, and delivery locations. The compendium will enable providers to benchmark their capabilities against their competition, while CXM buyers will be able to assess the providers based on their specific capabilities. Scope Domain: CXM Industry: all Geography: APAC Contents In this research, we feature profiles of 35 CXM providers offering services in the APAC region and examine their: Services’ suite and scale of operations, including key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Key delivery locations worldwide Capabilities, major engagements, and revenue by geography, industry, and buyer size Memberships Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Customer Experience Management (CXM) in the Americas – Provider Compendium 2024 provides detailed and fact-based snapshots of 45 CXM providers offering services in the Americas. Each profile offers a comprehensive view of the provider’s scale of operations, proprietary digital solutions, partnership ecosystem, portfolio mix, and delivery locations. The compendium will enable providers to benchmark their capabilities against their peers, while CXM services buyers will be able to assess the providers based on the desired set of capabilities. Scope Domain: CXM Industry: all Geography:the Americas Contents In this research, we feature profiles of 45 CXM providers offering services in the Americas region and examine their: Services’ suite and scale of operations, including key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Key delivery locations worldwide Capabilities, major engagements, and revenue by geography, industry, and buyer size Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Generative AI is revolutionizing how businesses deliver personalized interactions, streamline processes, and achieve cost efficiency within Customer Experience Management (CXM). Drawing on insights from over 120 senior Customer Experience (CX) executives across various industries, this report outlines how organizations are integrating generative AI to optimize contact center operations and achieve faster issue resolution. Generative AI adoption’s key drivers include enhanced efficiency and substantial cost savings, though challenges such as data privacy and leadership alignment need to be addressed for successful adoption. This report also recommends successful implementation best practices, including prioritizing data security, securing executive buy-in, and deploying AI incrementally to minimize risk. Third-party providers play a vital role in navigating AI integration’s complexities, offering specialized expertise, advanced technology, and scalability. This report combines survey results with Everest Group’s research and expertise to provide data-driven insights for CXM leaders aiming to leverage generative AI for innovation and personalized CXs. Scope Services: CXM and CX excellence All industries and geographies Contents In this report, we: Various generative AI applications’ current understanding levels and perceived potentials among enterprises Generative AI adoption’s key drivers Generative AI’s applicability and use cases in CXM Adoption challenges and remedial measures Third-party providers’ roles in navigating AI integration’s complexities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Sourcing and Vendor Management

The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult macroeconomic environment, driven by the diverse economic landscape and accelerated digital transformation. Specific growth drivers include increased AI and automation adoption, rising demand for enhanced customer service, substantial investments in digital infrastructure, and a notable surge in demand from the energy and utilities sector amid a global energy crisis. Enterprises across EMEA are aggressively advancing their digital transformation strategies, prompting providers to focus on delivering highly customized digital Customer Experience (CX) solutions strongly emphasizing data privacy and security. AI-driven personalization and localized service delivery’s growing demand reflects the region’s rich cultural and linguistic diversity. To support these evolving needs, providers are establishing centers of excellence dedicated to deploying advanced solutions such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, which are driving innovation in digital CX, including gen AI technologies’ integration. Furthermore, many providers are strategically partnering with hyperscalers and AI providers to enhance their AI capabilities and expand their service offerings. In this report, we analyze 37 CXM service providers’ capabilities across industries in EMEA. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope Industry: All Geography: EMEA This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market. Contents In this report, we: Examine the CXM market in EMEA Assess providers’ key strengths and limitations Provide sourcing considerations for enterprises Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management

In 2023, the APAC region's Customer Experience Management (CXM) market witnessed moderate growth, fueled by the adoption of omnichannel solutions, generative AI, and cloud services and the evolving social media landscape. Enterprises seeking to collaborate with CX service experts are driving this expansion to reduce costs, diversify operations, and support regional expansion. The travel and hospitality sector notably increased its CXM outsourcing due to a surge in tourism in countries such as Malaysia, Singapore, and the Philippines, while telehealth services’ rise in India and China spurred CXM’s demand in healthcare. Additionally, increasing mobile penetration and retail and e-commerce growth have amplified digital CXM solutions’ need across the region. Providers have established centers of excellence focused on deploying advanced solutions, such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, to accelerate innovation in digital CX, including generative AI. Many providers are also partnering with hyperscalers and AI startups to bolster their AI capabilities and broaden their service offerings. In this report, we analyze 29 CXM service providers’ capabilities across industries in APAC. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope Industry: all Geography: APAC This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market Contents In this report, we: Examine the CXM market in APAC Assess providers’ key strengths and limitations Provide sourcing considerations for enterprises Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management

The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. This favorable climate encouraged substantial investments from regional providers. Businesses are accelerating their digital transformation journeys. In response, providers offer diverse digital CX solutions, including automation, analytics, conversational AI, chatbots, self-service options, omnichannel delivery, and cloud-based contact centers. To drive innovation and implementation in digital CX, including gen AI adoption, providers have established Centers of Excellence (CoEs). These centers deploy gen AI solutions, such as knowledge-as-a-service, learner co-pilots, QA&QC co-pilots, conversational AI chatbots, and agent-assist tools. Moreover, most providers are forging strategic partnerships with hyperscalers and AI startups to enhance their gen AI capabilities and expand their service offerings. In this report, we analyze 43 CXM service providers’ capabilities across industries in the Americas. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope Industry: all Geography: Americas This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market Examine the CXM market in the Americas Assess providers’ key strengths and limitations Evaluate enterprise sourcing considerations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management

Enterprises across industries are exploring the potential benefits of outsourcing Customer Experience Management (CXM) operations, leveraging cutting-edge technologies to streamline processes and deliver personalized experiences at scale. By engaging with CXM service providers, enterprises can navigate operational challenges more effectively while capitalizing on the transformative potential of technology to drive meaningful improvements in customer engagement. Based on an enterprise survey, this report provides a nuanced understanding of organizational perspectives and sentiments regarding CXM outsourcing. From identifying industry-specific challenges to exploring the impact of Environmental, Social, and Governance (ESG) initiatives on CXM strategies, the report offers valuable insights to inform strategic decision-making and enhance customer-centric initiatives. Moreover, the report underscores the role of strategic partnerships between enterprises and CXM service providers to optimize customer experiences. By delving into industry-specific perspectives and examining the evolving landscape of socially conscious customer engagement, the research explores the collaborative efforts driving innovation and excellence in CXM delivery. Scope All industries and geographies Contents In this report, we: Study the challenges that enterprises face in CX delivery and evolving enterprise expectations from CXM providers Examine CXM providers’ business objectives / adoption drivers Provide key takeaways for a better enterprise-provider collaboration Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Outsourcing Excellence

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 locations, along with Everest Group’s PEAK Matrix® provider assessment. The compendium will enable providers to benchmark their capabilities against their peers, while buyers of CXM will be able to assess the providers based on the desired set of capabilities. Scope Domain: CXM Industry: all Geography: global, Americas, EMEA, and APAC Contents In this research, we feature 54 CXM service provider profiles and examine their: Services suite and scale of operations: key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Delivery locations: details of key delivery locations worldwide Capabilities and clients: major engagements and revenue by geography, industry, and buyer size Everest Group assessment: providers’ position on Everest Group’s PEAK Matrix® -Global, Americas, EMEA, and APAC; along with their market share and delivery capability assessment, and overall evaluation of capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management