Customer Experience Management (CXM) Services – Provider Compendium 2025

Customer Experience Management (CXM) is entering a new evolutionary phase – one defined by AI-native execution. This report explores how leading providers are responding to a rapidly shifting market where intelligent systems can not only predict customer behaviors but also act autonomously through agentic AI. Generative AI has become operational at scale, powering real-time assistance, dynamic content generation, and increasingly proactive customer engagement models. These advances are prompting providers to reposition themselves as technology, talent, and strategy orchestrators – often through ecosystem partnerships that enable faster innovation and measurable value.

The compendium profiles 56 providers worldwide, detailing their capabilities, strategic investments, geographic coverage, and differentiation areas. Enterprises will find insights on emerging delivery models, investment priorities, and regional trends. The report will enable providers to benchmark their capabilities against their peers, while CXM services buyers will be able to assess the providers based on the desired set of capabilities.