The Customer Experience Management (CXM) market in APAC has grown steadily in the last few years due to the increased demand for outsourcing, as enterprises aspire to leverage digital solutions, balance risks, and grow their businesses, while ensuring superior customer experience. Though APAC was among the hardest-hit regions by the pandemic, it has opened several avenues for demand, especially from emerging countries and first-time outsourcers, which are now more open to leveraging third-party providers. APAC is uniquely characterized by providers with strong regional presence and local language capabilities, given the market’s heterogenous nature. Providers are investing in digital solutions, strategic partnerships through consultative engagements, risk-sharing through outcome-based pricing models, and agent engagement through advanced learning and collaboration platforms to effectively cater to the region’s requirements.
In this research, we present detailed assessments of 16 CXM providers in APAC featured on the CXM Services PEAK Matrix® Assessment 2021. Each assessment provides a comprehensive picture of the provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback.
In this study, we present:
Customer Experience Management (CXM) Services, including Contact Center Outsourcing