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  • Thematic Report

    Feb. 28, 2019
    In this uber-connected world, customers are more in contact with the enterprises than the enterprises realize. In fact, enterprises are now more accessible to customers than ever before. This has led to the rise of the experience economy with an increased focus on Customer Experience (CX). For an enterprise to deliver a superior customer experience, it needs to extend its CX strategy from its vision boards to their employees, their partners, and the brand as a whole. Keeping this in mind, enterprises need to revisit their CX strategy and take a more holistic and innovative approach. Most enterprises still view CX as only being limited to customer support and are, hence, lagging behind. The leaders in the CX space are making pointed investments across different facets of CX and are also measuring their impact frequently. What differentiates the leaders is the fact that they are defining a stakeholder-centric strategy and leveraging cutting edge technology to plug in digital solutions across different elements of customer experience and realizing the impact. In this research, we have demystified customer experience and analyzed 73 startups in the CX space, primarily focusing on their innovation, growth story, and the impact they have created in the market. We have identified 11 start-ups across the customer journey value chain elements such as, customer profiling, awareness, engagement, conversion, retention, and support, that have the potential and capability to transform customer experience as we know it. Membership(s) Digital Services
  • Thematic Report

    June 14, 2019
    In this age of digital innovation, consumers can reach out to organizations using any of the multiple channels at their disposal. While this proliferation of communication and support channels provides companies the opportunity to engage with their customers and build deeper relationships, the challenge is to integrate these channels to create a more seamless experience. Indeed, while the market is abuzz with plenty of talk around omnichannel, and despite many years of effort, it is still difficult for most organizations to achieve a true omnichannel customer experience. Recognizing this as an opportunity, companies have started making focused investments to enable a better omnichannel customer experience. In this research, we present an assessment of start-ups building capabilities in the omnichannel customer management space, primarily focusing on their capability, growth story, and investor confidence. The assessment is based on Everest Group’s ongoing research in the Customer Experience Management (CXM) space. The following information is analyzed and captured in the report: Market demand of omnichannel Customer Experience (CX) delivery: The study focuses on the value proposition of an omnichannel engagement and how several industry stakeholders have gone ahead with building omnichannel CX capabilities Assessment of key omnichannel CX start-ups: The study identifies and analyzes 90 startups, delivering customer experience services across multiple channels, to shortlist the top 14 trailblazers enabling an omnichannel CX delivery. The assessment was done using various parameters around investments/funding received by these start-ups, the market impact & success garnered, and the solution capabilities of the start-ups identified Detailed view of key omnichannel CX start-ups: The report also provides profiles of the 14 trailblazers, with a qualitative & quantitative commentary on their market success, solution expertise, and investor confidence Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing
  • Thematic Report

    June 28, 2019
    With the dissemination of digital technology, the entire economy has changed drastically. As multichannel marketing, virtual assistants, and social commerce replace the traditional customer contact centers and newspaper advertisements, enterprises are investing significantly to digitally drive the experience they deliver. A superior Digital Experience (DX) starts from catering to the most basic functionalities, such as data management, and goes up to managing brand perception of an enterprise. Enterprises are investing in a range of solutions such as Customer Relationship management platform, campaign management tools, and data management platforms for enabling different aspects of DX. Taking this approach, they end up with a suite of fragmented solutions that are not interoperable. Enterprises should invest in Digital Experience Platform (DXP), which is a comprehensive suite of solutions enabling them to deliver a content-rich, seamless, and stakeholder-driven DX, encompassing all digital touch points. In this research, we have demystified DXPs and analyzed 12 DXP platform providers, primarily focusing on their vision, capabilities, investments, and the impact they have created in the market. We have identified five providers as the leaders in this area, through the breadth of their core and ancillary services. Membership(s) Digital Services
  • Thematic Report

    March 30, 2021
    Enterprises have long been investing in the MarTech landscape to provide better customer experiences. However, the evolving MarTech landscape has also resulted in multiple challenges such as access to data, complexity, difficulty in integration, and talent gap. To overcome these challenges and assist enterprises in their marketing initiatives, Customer Data Platforms (CDP) are emerging as key solutions. Recognizing this, multiple startups have come up, aiming to differentiate themselves from the clutter by leveraging next-generation technologies such as Artificial Intelligence (AI) across the CDP value chain. Moreover, the recent spate of acquisitions is driving home the relevance of startups in this landscape. In this report, we study the CDP market trends and present the assessment of startups playing a key role in the CDP landscape; primarily focused on their innovation, growth story, and the impact created in the market. The report features the following 15 startups: 6Sense Insights, Inc., ActionIQ, Inc., Amperity, BlueConic, Inc., Blueshift, CleverTap, CrossEngage, Leadspace, Lytics, mParticle, Inc., NGDATA, Redpoint Global, Simon Data, Inc., Tealium, Zylotech Scope All industries and geographies Contents In this report, we: Outline the MarTech landscape and delve into how customer data platform aims to overcome these challenges Lay out the enterprise adoption of CDP and key trends across industries Discuss investor confidence and M&A activity in the CDP landscape List the top 15 CDP startups playing a key role in this space Membership(s) Data & AnalyticsDigital Services Sourcing and Vendor Management
  • PEAK Matrix®

    Aug. 04, 2021
    Digital Experience (DX) has become paramount as we move toward a digitally dominant society and the emergence of a digital-native generation, which puts immense importance on experience. Consumers regard a real-time, comprehensive, hyper-personalized, and channel-agnostic experience as a hygiene factor and not a differentiator any more. In fact, it has become important for enterprises to deliver a great DX for their relevance and growth. For enterprises to be able to offer a seamless and innovative experience, they need all the quintessential capabilities (content management, digital commerce, and brand engagement) under one interoperable and integrated umbrella – a Digital Experience Platform (DXP). This platform is increasingly becoming a one-stop enterprise destination to build, deliver, and track exceptional experiences. This report examines the dynamics of the global DXP product landscape. We present detailed assessments of 11 DXP products on Everest Group’s Digital Experience (DXP) Products PEAK Matrix®. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading DXP vendors, client reference checks, and an analysis of the entire experience market Contents In this report, we focus on: Everest Group’s Products PEAK Matrix® evaluation of 11 DXP vendors Characteristics of Leaders, Major Contenders, and Aspirants in the DXP landscape Analysis of the key strengths and limitations of each of the 11 DXP products featured in the assessment Membership(s) Digital Services Sourcing and Vendor Management
  • Provider Compendium

    Sep. 15, 2021
    With the move toward a digitally dominant society and the emergence of digital-native consumers, Digital Experience (DX) has become paramount. Consumers regard a real-time, comprehensive, hyper-personalized, and channel-agnostic experience as a hygiene factor and not a differentiator anymore. In fact, it has become important for enterprises to deliver a great DX for their relevance and growth. For enterprises to be able to offer seamless and innovative experiences, they need the quintessential capabilities of content management, digital commerce, and brand engagement under one interoperable and integrated umbrella – a Digital Experience Platform (DXP). This platform is increasingly becoming a one-stop enterprise destination to build, deliver, and track exceptional experiences. This report examines the dynamics of the global DXP product landscape. We present detailed assessments of 11 DXP products featured on Everest Group’s Digital Experience (DXP) Products PEAK Matrix®. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading DXP vendors, client reference checks, and an analysis of the entire experience market Contents In this report, we focus on: Everest Group’s Products PEAK Matrix® evaluation of 11 DXP vendors Characteristics of Leaders, Major Contenders, and Aspirants in the DXP landscape Detailed profiles of 11 DXP product vendors, along with their key strengths and limitations An overview of the product vendors’ offerings, including vision, product capabilities, adoption across industries and geographies, case studies, partnerships, and investments Membership(s) Digital Services Sourcing and Vendor Management
  • Thematic Report

    Nov. 25, 2021
    The COVID-19 pandemic, coupled with industry drivers such as the increasing preference for digital engagement and consumerism, has shifted life sciences enterprises’ investment priorities to Customer Experience (CX). Given that traditional Customer Relationship Management (CRM) platforms are not positioned to deliver a true hyper-personalized customer experience, this shift necessitates the move to a Customer Experience Platform (CXP), which can allow life sciences enterprises to not only ensure an optimal experience across all customer touchpoints, but also unlock business and operational benefits. CRM platform vendors, both cross-industry and life sciences-specific are looking to address this shift by developing end-to-end CXP functionalities with a focus on delivering a superior experience. In this report, we deep dive into the evolution of traditional CRM to CXP solutions, analyze adoption trends, and provide an overview of the CXP platforms available in the market. Scope Industry: life sciences Geography: global Contents This report studies: The life sciences industry’s shift to a customer-first approach The shift from traditional CRM to CXP The CXP supplier landscape Membership(s) Life Sciences Information Technology Sourcing and Vendor Management
  • PEAK Matrix®

    Dec. 23, 2021
    Following the COVID-19 pandemic, creating a seamless, frictionless, and digital customer-centric insurance experience has become the new standard for insurers. Technology adoption – including AI-enabled chatbots to assist in the customer journey, Machine Learning (ML) algorithms for personalized recommendations, and data and content management to provide agents with a holistic customer view and help in upselling – plays a major role in empowering customers and agents. At the same time, the entry of digital-native companies and InsurTechs, and a legacy technology stack are posing a threat to insurers. Insurance companies are thus leveraging Digital Experience Platforms (DXPs) for content management, customer experience, and agent enablement to stay competitive. DXPs possess capabilities for targeted campaigning, hyper-personalization, self-service portals, collaboration tools, and a customer/agent 360-degree view to improve retention rates and response times. This report examines the dynamics of the insurance DXP product landscape and presents detailed assessments of 11 DXP products featured on Everest Group’s Digital Experience Platforms in Insurance Industry Products PEAK Matrix®. Scope Insurance IT services, InsurTech Industry: Insurance Geography: Global Contents In this report, we provide: An assessment of 11 DXP providers in the insurance market on Everest Group’s Products PEAK Matrix® evaluation framework Characteristics of Leaders, Major Contenders, and Aspirants in the insurance DXP market An overview of the DXP providers’ offerings, including vision, product capabilities, adoption across geographies, case studies, partnerships, and investments Membership(s) Insurance Information Technology Sourcing and Vendor Management
  • Provider Compendium

    Jan. 11, 2022
    As a result of the COVID-19 pandemic, creating a seamless, frictionless, and digital customer-centric insurance experience has become the new standard for insurers. Technology adoption – including AI-enabled chatbots to assist in the customer journey, Machine Learning (ML) algorithms for personalized recommendations, and data and content management to provide agents with a holistic customer view and help in upselling – plays a major role in empowering customers and agents. At the same time, the entry of digital-native companies and InsurTechs, and a legacy technology stack are posing a threat to insurers. Insurance companies are thus leveraging Digital Experience Platforms (DXPs) for content management, customer experience, and agent enablement to stay competitive. DXPs possess capabilities for targeted campaigning, hyper-personalization, self-service portals, collaboration tools, and a customer/agent 360-degree view to improve retention rates and response times. In this research, we provide detailed profiles of 11 insurance DXP platform providers that have been featured on Everest Group’s Digital Experience Platforms (DXP) in Insurance Industry Products PEAK Matrix® Assessment 2022. Scope Insurance IT services, InsurTech Industry:Insurance Geography:Global The assessments are based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading DXP providers, client reference checks, and an ongoing analysis of the insurance DXP market Contents In this report, we provide: Digital Experience Platforms (DXP) in insurance industry products PEAK Matrix® assessment 2022 An overview of the 11 platform providers’ digital experience offerings – vision, business performance, and extent of adoption of platforms in insurance across geographies Client success stories, including the business challenges addressed, solutions delivered, and impact generated An overview of the providers’ domain investments, key Intellectual Property (IP) / solutions, and key partnerships Everest Group’s perspective on the strengths and limitations of the 11 DXP providers Membership(s) Insurance Information Technology Sourcing and Vendor Management
  • PEAK Matrix®

    Sep. 20, 2022
    Enterprises today are rapidly adopting an experience-first mindset to power personalized, scalable, and sustainable growth. However, to gain a competitive advantage, they need to ensure that their efforts are not directed to customers alone. In fact, customers today prefer brands that employ the experience-first approach across customers, employees, partners, and the environment. Therefore, to remain relevant in the long run, enterprises need to implement a more holistic experience design strategy. There are several technology vendors that enable enterprises in achieving their experience design goals but Adobe, with its endless offerings across Creative, Experience, and Document cloud, is a clear leader in this space. Therefore, in order to assess the overall experience design capabilities of service providers, Everest Group presents an in-depth analysis of their Adobe services capabilities. In this report, we assess 24 IT service providers and design agencies on the Adobe Services PEAK Matrix®, a comprehensive matrix that evaluates and categorizes providers based on their Adobe services capabilities across the value chain of consult, implement, run and operate, and support services. Scope All industries and geographies The study is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading Interactive Experience (IX) service providers, client reference checks, and ongoing analysis of the Adobe services market Contents In this report, we: Assess 24 leading Adobe service providers and design agencies on Everest Group’s PEAK Matrix® evaluation framework Share the characteristics of Leaders, Major Contenders, and Aspirants in the market Feature the strengths and limitations of the providers evaluated Membership(s) Marketing and Interactive Experience Sourcing and Vendor Management