The Customer Experience Management (CXM) market in Europe, the Middle East, and Africa (EMEA) grew at an unprecedented pace in 2021. Buyers showed a higher propensity to outsource and shifted their priorities with heightened awareness of the importance of personalized CX in driving customer acquisition and retention and creating market differentiation.
To provide an unparalleled personalized experience, organizations are pushing for digital customer experience management through a combination of digital tools, such as advanced analytics, intelligent automation, conversational AI, and omnichannel and agent-assist tools. The demand for transformation consulting services, such as customer journey mapping and design thinking, has also increased significantly among enterprises to accelerate their digital transformation initiatives and achieve business continuity, expanding the scope of existing CXM contracts.
To effectively serve these requirements, providers are developing capabilities through internal investments, their partnership ecosystems, and acquisitions. They are also setting up multilingual hubs across Europe to serve the diverse language needs of this region.
In this research, we present detailed assessments of 25 CXM service providers in EMEA featured on Everest Group’s 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.
Scope:
- Industries: all
- Geography: EMEA
- 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 ongoing analysis of the CXM services market
Contents:
In this research, we analyze the CXM service provider landscape in EMEA and its impact on the EMEA CXM market. In particular, we focus on:
CXM Services in EMEA PEAK Matrix® Assessment 2022
Key insights into PEAK Matrix® dimensions
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
