Enterprises are increasingly turning to Order Management System (OMS) platforms to manage rising omnichannel commerce complexities. This report explores how modern OMS solutions have evolved from transactional tools into strategic orchestration engines, enabling enterprises to handle dynamic fulfillment, manage inventory visibility, and deliver consistent customer experiences across physical and digital touchpoints. The study highlights how OMS is becoming a critical agility, customer satisfaction, and operational efficiency enabler, especially in response to surging demand across B2B, D2C, and marketplace channels. Key market trends include the shift toward cloud-native, API-first architectures and AI integration for intelligent promise management, order routing, and proactive issue resolution. As OMS platforms increasingly embed sustainability metrics into fulfillment logic, ESG compliance is also gaining prominence. However, enterprises continue to face challenges in scalability, legacy integration, and order orchestration. The report outlines these challenges and provides insights into the future direction of OMS platforms, including composable architectures, autonomous order handling, and agentic AI adoption.

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