Customer Experience Management (CXM) in APAC – PEAK Matrix® Assessment with Service Provider Landscape 2021
PEAK Matrix® Report

3 Dec 2021
by Shirley Hung, David Rickard, Rananjay Kumar, Sharang Sharma, Chhandak Biswas

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.


  • All industries and geographies
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2021, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market


In this study, we present:

  • CXM Services in APAC PEAK Matrix® Assessment 2021
  • Key insights into PEAK Matrix® dimensions
  • Strengths and limitations of individual providers
  • Sourcing considerations for buyers


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

Sourcing and Vendor Management


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