The experience design ecosystem is at the cusp of change, with increased customer awareness, data privacy regulations, touchless experiences, data-powered experiences, emerging technologies (such as AI, AR/VR) and a focus on sustainability compelling enterprises to rethink their investment priorities. Enterprises are increasingly turning to technology to power personalized, scalable, and sustainable experiences. Technology’s increased role in orchestrating scalable and personalized experiences has elevated the role of IT service providers in the space. They have doubled down their focus on building relevant capabilities through organic and inorganic routes and are enhancing their technology capabilities through partnerships with leading platform and technology vendors in the space.

In this research, we present an assessment of 16 IT service providers featured on the Interactive Experience (IX) Services PEAK Matrix®, a comprehensive matrix that evaluates and categorizes providers in terms of their capabilities. The assessment focuses on the integrated capabilities that these IT service providers offer to the experience ecosystem.

The study is based on Everest Group’s annual Request for Information (RFI) process for the calendar year 2021, interactions with leading IX service providers, client reference checks, and an ongoing analysis of the IX services market.

Scope

All industries and geographies

Contents

In this report, we provide:

• An assessment of 16 leading IX service providers on Everest Group’s Services PEAK Matrix evaluation framework
• Characteristics of Leaders, Major Contenders, and Aspirants in the IX services market
• Strengths and limitations of the IX service providers

Membership(s)

Interactive Experience (IX) Services

Sourcing and Vendor Management