In North America, enterprises are tightly interweaving the growing importance of experience design with their investments in emerging technologies such as generative AI, metaverse, and blockchain. Customers no longer view a captivating and well-tailored experience as a mere luxury; it has become an imperative. North American consumers are not only demanding top-notch services but are also craving for seamless, personalized, and ethically conscious interactions with enterprises. In parallel, businesses are recognizing that, in their quest to attract and retain top talent, creating a thoughtfully designed employee experience across the interaction touchpoints of the employee lifecycle has become vital. Moreover, experience design is extending its influence on partners, as efficient and user-friendly interfaces are becoming the linchpin for successful collaboration and mutual growth. As the narrative evolves, North American society itself is placing a premium on sustainability and ethical business practices. In summary, experience design, bolstered by investments in cutting-edge technologies, is not just a trend but a fundamental driver for business growth and social responsibility in North America. It profoundly shapes the future and impact of enterprises in the region, aligning their operations with the values and aspirations of a rapidly changing market.

In this report, we assess 26 providers featured on the Digital Interactive Experience (IX) Services PEAK Matrix^® Assessment 2023 – North America, a comprehensive matrix that evaluates and categorizes providers on their capabilities and market impact.

Scope

• All industries
• Geography: North America
• The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading IX service providers, client reference checks, and an ongoing analysis of the digital IX services market

Contents

In this report, we:

Membership(s)

Interactive Experience (IX) Services

Sourcing and Vendor Management