This RadarView helps enterprises identify key service providers to implement and manage digital customer experience (CX) services. It begins with a summary of key market trends and Avasant’s viewpoint on digital CX services over the next 12 to 18 months. It continues with a detailed assessment of 26 providers offering digital CX services. Each profile provides an overview of the service provider, its key IP and assets, a list of clients and partnerships, and brief client case studies. Each profile concludes with analyst insights on the provider’s practice maturity, partner ecosystem, and investments and innovation.
Why read this RadarView?
Enterprises are prioritizing personalization and bringing efficiency to marketing and customer service operations. Service providers are aiding these efforts by investing in emerging technologies, such as generative AI, and developing industry-specific CX solutions. They are targeting use cases such as streamlining marketing and call center operations for healthcare, enabling personalized marketing campaigns, offering AI assistants for guided selling and self-service, and generating targeted loyalty campaigns for telecommunications.
The Digital CX Services 2024 RadarView™ helps companies identify top service providers to assist them in implementing and managing a digital CX. It also analyzes each service provider’s capabilities, enabling organizations to identify the right strategic partners for their digital CX transformation.
Featured providers
This RadarView includes a detailed analysis of the following digital CX services providers: Accenture, Atos, Birlasoft, Brillio, Capgemini, Coforge, Cognizant, Deloitte, DXC, EY, HCLTech, IBM, Infosys, ITC Infotech, LTIMindtree, Mphasis, NTT DATA, Persistent Systems, Publicis Sapient, Stefanini, TCS, Tech Mahindra, UST, Virtusa, Wipro, and Zensar.
Methodology
Our evaluation of service providers is based on primary input from the providers, focused briefings, public disclosures, validation from their clients, and Avasant’s ongoing market interactions. The assessment is across the three dimensions of practice maturity, partner ecosystem, and investments and innovation, leading to our recognition of those service providers that have brought the most value to the market over the past 12 months.
Table of contents
About the report (Page 3)
Executive summary (Pages 4–9)
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- Defining digital CX services
- Avasant recognizes 26 top-tier providers offering digital CX services
- Provider comparison
Supply-side trends (Pages 10–15)
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- Service providers witnessed an over 50% share of revenue coming from high-tech, retail and CPG, telecom, and healthcare industries.
- Businesses are demanding flexible pricing models based on the complexity, uncertainty, and cost sensitivity of the projects.
- Service providers focus over 60% of their investments on talent development and practice growth to augment digital CX services.
- Providers are developing generative AI-based industry-specific offerings for CX.
Service provider profiles (Pages 16–68)
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- Detailed profiles for Accenture, Atos, Birlasoft, Brillio, Capgemini, Coforge, Cognizant, Deloitte, DXC, EY, HCLTech, IBM, Infosys, ITC Infotech, LTIMindtree, Mphasis, NTT DATA, Persistent Systems, Publicis Sapient, Stefanini, TCS, Tech Mahindra, UST, Virtusa, Wipro, and Zensar.
Appendix (Pages 69–72)
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- RadarView assessment
- Research methodology and coverage
- Interpretation of classification
Key contacts (Page 73)
Read the Research Byte based on this report. Please refer to Avasant’s Digital CX Services 2024 Market Insights™ for detailed insights on the demand-side trends.