This report provides a view into the changing customer experience landscape, highlights key trends reshaping customer-facing functions, and helps in identifying the right service providers that enterprises can partner with for customer experience (CX) transformation. We continue with a detailed assessment of 22 leading service providers offering digital CX and customer relationship management (CRM) services. Each profile provides an overview of the service provider, their digital CX and CRM services capabilities and solutions, and a list of representative clients and partnerships, along with brief client case studies. Each profile concludes with analyst insights on the provider’s practice maturity, partnership ecosystem, and investments and innovations.
With consumer behavior changing rapidly and the next wave of digitalization impacting customer-facing functions, more companies are exploring new business and delivery models to serve customers. Adapting customer experience with the new normal of the post-COVID-19 world has become critical for enterprises to enable customer engagement models of tomorrow.
This RadarView helps companies use digital CX and CRM technologies to reinvent their customer relationships and strategies and drive their digital transformation. It also provides information to assist businesses in choosing the right digital CX and CRM service provider.
This RadarView includes an analysis of the following service providers in the digital CX and CRM services space: Accenture, Atos, Birlasoft, Capgemini, Coforge, Cognizant, Deloitte, DXC, HCL, IBM, Infosys, Jade Global, LTI, Mindtree, Mphasis, NTT DATA, Stefanini, TCS, Tech Mahindra, UST, Wipro, and Zensar.
The industry insights and recommendations presented are based on our ongoing interactions with senior executives, vendors, subject matter experts, and Avasant Fellows, along with lessons learned from consulting engagements.
Our evaluation of service providers is based on primary input from the providers, focused briefings, public disclosures, and Avasant’s ongoing market interactions. The assessment is across the three dimensions of practice maturity, partnership ecosystem, and investments and innovation, leading to our recognition of those service providers that have brought the most value to the market over the last 12 months.
About the report (Page 3)
Executive summary (Pages 4–8):
Lay of the land (Pages 9–26)
RadarView assessment (Pages 27–32)
Service provider profiles (Pages 33–77)
Read the Research Byte based on this report.
Avasant’s research and other publications are based on information from the best available sources and Avasant’s independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.
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