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

In the ever-evolving business landscape, robust Customer Experience (CX) operations have become imperative for enterprises to remain competitive amid economic uncertainties. The demand for Customer Experience Management (CXM) outsourcing is continuously rising, and Africa is increasingly becoming a hub for CXM outsourcing, attracting both enterprises and CXM service providers worldwide, particularly for English language support. Various benefits drive this significant shift, including talent quality and availability, location and time zone advantages, cultural similarities, language proficiency, and cost dynamics. Despite concerns about safety, security, infrastructure, geopolitical instability, and economic volatility, African markets maintain an edge over their Asian counterparts in some areas, compete equally in others, and lag behind in a few. In this report, we explore the African CXM market and carefully investigate the unique benefits and concerns each country has to offer. The analysis will allow enterprises to make more informed assessments of Africa’s position in the global outsourcing landscape and will benefit enterprises that are planning to enter or expand their CXM operations in Africa. Scope All industries Geography: global, MEA, and Africa Contents Enterprise outsourcing selection criteria for CX Key benefits of Africa as a CX delivery hub and its evolving enterprise perception Main risks associated with Africa as a CX delivery location Comparison of Africa as a CX delivery location with India and the Philippines Decoding the current African CX delivery landscape Key roadblocks for enterprises and technology investments Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Amid global disruptions and challenging economic conditions, organizations are prioritizing cost savings, driving the CXM outsourcing industry to play a pivotal role. Service providers are addressing economic downturns across industries and regions by focusing on cost optimization, continuous improvements, and innovation. In this report, we explore the outsourced Customer Experience Management (CXM) market, growth drivers in the Americas, EMEA, and APAC, outsourcing spend globally, service delivery models, emerging locations, and 2023 market outlook. Additionally, we discuss the competitive landscape in light of recent M&As, investment trends, and future trends in the CXM market, including gen AI’s impact. Scope All industries and geographies Contents In this study, we: Examine the effects of macroeconomic conditions on CXM outsourcing Provide an overview of outsourcing trends in the Americas, EMEA, and APAC Study changes in the competitive landscape, including the impact of recent M&As Discuss the future of CXM outsourcing Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management