Customer Experience Management Services PEAK Matrix Assessment 2023

This document is a technical report detailing the Customer Experience Management (CXM) Services PEAK Matrix® Assessment for 2023, focusing on the Americas. It outlines the resilience of the CXM market post-pandemic and highlights the significant investments in digital CX implementations by enterprises. The report provides an assessment of 54 CXM service providers, categorizing them into Leaders, Major Contenders, and Aspirants based on their capabilities and market presence. It describes the characteristics of each category, emphasizing the importance of technology investments and partnerships in meeting evolving customer requirements. The report also discusses the impact of generative AI on the CXM market, noting its role in enabling personalized customer experiences. Additionally, it includes detailed profiles of each provider, showcasing their service focus, key intellectual property, and domain investments. The assessment is based on Everest Group’s annual RFI process and interactions with leading CXM service providers, providing a comprehensive view of the CXM landscape in the Americas.