This RadarView helps enterprises identify key service providers to improve CX strategy and drive CX transformation. It begins with a summary of key trends shaping the market 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, 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 innovation.
Why read this RadarView?
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 RadarView aids companies in identifying top service providers to assist them in implementing and managing digital CX. It also offers an analysis of 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, Capgemini, Coforge, Cognizant, Deloitte, DXC, EY, HCLTech, Happiest Minds, IBM, Infosys, ITC Infotech, Jade Global, LTIMindtree, Mphasis, NTT DATA, Persistent Systems, 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.
Table of contents
About the report (Page 3)
Executive summary (Pages 4–9)
- Defining digital CX services
- Avasant recognizes 26 top-tier providers offering digital CX services
- Provider comparison
Supply-side trends (Pages 10–15)
- Providers maximize their digital CX investments by focusing on talent development and practice growth.
- Different pricing models coexist in the evolving landscape of digital CX services outsourcing.
- Customer service continues to drive revenue for most service providers.
- Providers focus on a broader spectrum of digital CX services to drive an integrated CX.
Service provider profiles (Pages 16–68)
- Detailed service provider profiles providing a 360-degree view of Accenture, Atos, Birlasoft, Capgemini, Coforge, Cognizant, Deloitte, DXC, EY, HCLTech, Happiest Minds, IBM, Infosys, ITC Infotech, Jade Global, LTIMindtree, Mphasis, NTT DATA, Persistent Systems, Stefanini, TCS, Tech Mahindra, UST, Virtusa, Wipro, and Zensar
Appendix (Pages 69–72)
- Research methodology and coverage
- Interpretation of classification
- RadarView assessment
Key contacts (Page 73)
Read the Research Byte based on this report.
Please refer to Avasant’s Digital CX Services 2023 Market Insights™ for demand-side trends.