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.
Why read this RadarView?
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.
Featured providers
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.
Methodology
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.
Table of contents
About the report (Page 3)
Executive summary (Pages 6–10)
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- Defining digital CX services
- Avasant recognizes 24 top-tier providers supporting the enterprise adoption of digital CX services
- Provider comparison
Supply-side trends (Pages 11–15)
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- The travel and transportation industry is driving growth in digital CX services revenue with a 6% increase, followed by the banking sector at 4%
- Fixed-price is the most common model, used in 48% of engagements, though outcome/gain-share models are gaining traction
- Service providers are investing in proprietary assets and partnerships to embed AI, automate workflows, and personalize CX
- Service providers are shifting from Gen AI augmentation to agentic AI orchestration, deploying autonomous, domain-specific agents
Service provider profiles (Pages 16–64)
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- Detailed profiles for 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.
Appendix (Pages 65–68)
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- RadarView assessment
- Research methodology and coverage
- Interpretation of classification
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.