The Customer Experience Management (CXM) market in the Americas has shown significant resilience throughout the post-pandemic phase in 2021, as enterprises across the board continued their investments in this space to retain existing customers and attract new ones. These investments were primarily driven by digital CX implementations in areas such as automation, analytics, conversational AI/chatbots, agent-assist solutions, omnichannel delivery, and cloud-based contact center platforms to modernize their contact centers and provide the frictionless experience that modern-age customers expect from brands.

The demand for the Work-at-Home Agent (WAHA) service delivery model has gone up, especially from enterprises that are looking specifically for onshore support for their end customers. Also noticeable was a strong demand for transformation consulting services such as customer journey mapping and design thinking by enterprises to accelerate their digital transformation initiatives and achieve business continuity leading to scope expansion within existing CXM contracts. The LATAM market grew slightly faster than the North American market, albeit on a smaller base.

In this research, we present detailed assessments of 37 CXM service providers in the Americas, featured on the CXM Services PEAK Matrix® Assessment 2022. Each assessment provides a comprehensive picture of the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback. The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market.

Scope

Geography: Americas (North and South America)

Contents

This report examines:

• The Customer Experience Management (CXM) Service Provider Landscape in Americas – PEAK Matrix® Assessment 2022
• Strengths and limitations of individual service providers
• Sourcing considerations for buyers

Membership(s)

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

Sourcing and Vendor Management