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

Introduction The global analytics BPS market grew by 35-40% in 2015 to reach ~US$4.5 billion, with tremendous interest in analytics having set the market on an accelerated growth path. Year 2015 witnessed buyers experimenting with advanced analytics solutions and technologies. The changing landscape of the buyer requirements had an impact on the solution characteristics that existed in the analytics BPS market – higher proportion of demand for advanced analytics, solutions for industries such as healthcare and hi-tech & telecom, as well as productized solutions.     Scope of analysis Coverage across 15 analytics BPS service providers including, Absolutdata, Accenture, Capgemini, Cognizant, EXL, Fractal Analytics, Genpact, HP, IBM, IGATE, Latentview, Minacs, TCS, Wipro, and WNS. Content This report will assist key stakeholders (buyers, service providers, and technology providers) understand the dynamics of the analytics BPS market and help them identify the trends and outlook for 2015-2016. In this backdrop, this report provides comprehensive coverage of the global analytics BPS market including detailed analysis of market size & growth, buyer adoption trends, analytics BPS value proposition & solution characteristics, and service provider landscape. Some of the findings in this report are: Growth in United States is being outdone by new demand driven by Continental Europe and Asia Pacific While CPG & retail and BFSI are the leading adopters of analytics BPS, industries such as healthcare and hi-tech & telecom are also now exhibiting high growth Scope of advanced analytics continues to rise within contracts, with BPO players catching up with specialists in this area by making investments in prescriptive and predictive analytics to meet the growing demand Areas such as Big Data, Internet of Things (IoT), and machine learning & automation are expected to drive growth in the analytics BPS market in the future Traditional BPO players, such as Accenture and IBM, dominate the market, but smaller specialists have witnessed higher growth based on their focus on innovation and analytics