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.
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.
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.
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.
About the report (Page 3)
Executive summary (Pages 4–9)
Supply-side trends (Pages 10–15)
Service provider profiles (Pages 16–68)
Appendix (Pages 69–72)
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.
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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