Enablers of a Unified Customer Experience (CX) – Omnichannel CX Trailblazers

14 Jun 2019
by Shirley Hung

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


Customer Experience Management (CXM) Services, including Contact Center Outsourcing


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