Digital CX Services 2023 Market Insights™

August, 2023


Report Summary

This report identifies key demand-side trends in the digital CX space, helping enterprises fine-tune their CX transformation strategies. It consists of key trends and enterprise challenges in this space based on Avasant’s assessment.

Why read this Market Insights?

Enterprises are revamping their CX strategies by eliminating data silos between multiple customer touchpoints and different business functions to create a single view of customers and deliver unified CX. Companies across sectors are pivoting toward a business outcome-driven approach to CX transformation that measures and drives key business outcomes such as increasing customer conversion, sales, customer engagement, and cost and inventory optimization. The focus has shifted toward leading with an integrated CX. As a result, the providers focus on a broader spectrum of digital CX services.

The Digital CX Services 2023 Market Insights™ aids enterprises in identifying important market trends and insights into digital CX services.


The industry insights and recommendations presented are based on our ongoing interactions with enterprise CXOs and other key executives, targeted discussions with service providers, subject matter experts, and Avasant Fellows, along with lessons learned from consulting engagements.

Table of contents

About the report (Page 3)

Executive summary (Pages 4–7)

    • Defining digital CX services
    • Key enterprise digital CX services trends shaping the market
    • Avasant recognizes 26 top-tier providers offering digital CX services

Demand-side trends (pages 8–14)

    • Companies are adopting new CX strategies to grow in the digital age, leading to a rise in outsourcing.
    • BFSI, high-tech, and healthcare and life sciences are among the highest adopters of digital CX services.
    • The use of digital technologies is driving the shift toward connected and intelligent CX.
    • Industry-specific CRM solutions are being increasingly adopted and driving rapid CX transformation.
    • Customer data platforms and generative AI are driving personalization at scale and delivering superior experiences.

Key contacts (Page 15)

Read the Research Byte based on this report.

Please refer to Avasant’s Digital CX Services 2023 RadarView™ for detailed insights on service providers and supply-side trends.