The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. This favorable climate encouraged substantial investments from regional providers. Businesses are accelerating their digital transformation journeys. In response, providers offer diverse digital CX solutions, including automation, analytics, conversational AI, chatbots, self-service options, omnichannel delivery, and cloud-based contact centers.

To drive innovation and implementation in digital CX, including gen AI adoption, providers have established Centers of Excellence (CoEs). These centers deploy gen AI solutions, such as knowledge-as-a-service, learner co-pilots, QA&QC co-pilots, conversational AI chatbots, and agent-assist tools. Moreover, most providers are forging strategic partnerships with hyperscalers and AI startups to enhance their gen AI capabilities and expand their service offerings.

In this report, we analyze 43 CXM service providers’ capabilities across industries in the Americas. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.

Scope

• Industry: all
• Geography: Americas
• This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market
• Examine the CXM market in the Americas
• Assess providers’ key strengths and limitations
• Evaluate enterprise sourcing considerations

Membership(s)

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

CX Excellence

Sourcing and Vendor Management