Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2024 – EMEA

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.