This RadarView™ is designed to inform enterprises about digital CX best practices and provide a relatively granular understanding of key service providers. It begins with a summary of key trends shaping the supply side of the market. It continues with a detailed assessment of 24 providers offering digital CX services. Each profile provides an overview of the service provider, its key IP assets, and a list of clients and partnerships, along with brief client case studies. Each profile concludes with analyst insights on the provider’s practice maturity, partner ecosystem, and investments and innovations.
To stay competitive and address the growing enterprise need for digital CX, service providers are dedicating over 40% of their investments toward asset development and ecosystem utilization. They are leveraging agentic AI to enhance customer interactions, enable real-time issue resolution, streamline content migration and campaign launches, and accelerate sales cycles. Additionally, the outcome/gain-share pricing model is gaining momentum due to the transition toward innovation-led, AI-driven digital CX initiatives.
The Digital CX Services 2025 RadarView™ highlights key supply-side trends in the digital CX services space and Avasant’s viewpoint on them. It aids companies in identifying top service providers to assist them in adopting digital CX services. It also analyzes each service provider’s technology and delivery support capabilities, enabling organizations to identify the right strategic partners for managing their digital CX transformation.
This RadarView includes a detailed analysis of the following digital CX service providers: Accenture, Atos, Birlasoft, Brillio, Capgemini, Coforge, Cognizant, Deloitte, DXC Technology, EY, Genpact, HCLTech, IBM, IGT Solutions, Infosys, ITC Infotech, LTIMindtree, NTT DATA, Publicis Sapient, TCS, Tech Mahindra, Virtusa, Wipro, and Zensar.
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, 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 6–10)
Supply-side trends (Pages 11–15)
Service provider profiles (Pages 16–64)
Appendix (Pages 65–68)
Key contacts (Page 69)
Read the Research Byte based on this report. Please refer to Avasant’s Digital CX Services 2025 Market Insights™ for 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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