Customer Experience Management (CXM) – Service Provider Compendium 2020

17 Sep 2020
by Shirley Hung, Skand Bhargava, Sharang Sharma, Aishwarya Barjatya

The Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 34 CXM service providers. In it, we present the providers’ scale of operations, technology solutions, and delivery locations, along with Everest Group’s provider assessment. The compendium also sheds light on the global CXM service provider landscape.

The study will enable current and potential buyers of CXM services to assess the providers on their areas of strength and development based on desired capabilities.

Scope

The report evaluates 34 CXM service providers: Alorica, Atento, Bosch Service Solutions, Cognizant, Concentrix, Conduent, CSS Corp, DXC Technology, EXL, Firstsource, Genpact, HCL, HGS, Ibex, Infosys, Inktel, Kelly Services, Knoah Solutions, Qualfon, Sitel, Startek, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TELUS International, Transcom, transcosmos, TTEC, VXI, Webhelp, Wipro, and WNS.

Contents

Each service provider profile captures the following CXM-related details:

  • Service suite and scale of operations: key leaders, FTEs, revenue, clients, recent developments, and partnerships
  • Capabilities: major CXM investments, FTE split by geography, language, and process coverage
  • Client portfolio: major engagements, revenue split by geography, industry, and number of clients by buyer size
  • Delivery locations: city-level detail of key delivery locations worldwide
  • Everest Group assessment: service provider’s position on the Everest Group PEAK Matrix®, market share and delivery capability assessment, and overall evaluation of service provider capabilities

Membership(s)

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

 

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