Concentrix Named a Leader in Customer Experience Management Services EMEA PEAK Matrix® by Everest Group

Read Everest Group’s “Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2024 – EMEA”

Concentrix is setting the new standard for exceptional customer experiences. Recognized in Everest Group’s “Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2024 – EMEA” as a Leader, Concentrix delivers end-to-end CX services and digital transformation and GenAI solutions.

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“Concentrix is a leading global CXM provider that supports clients across diverse verticals such as BFSI, technology, healthcare, telecom, media, and retail. The combination with Webhelp has bolstered its position and significantly expanded its operations across UKI, Germany, France, and Benelux within the EMEA market. Concentrix has developed gen AI platforms used across the advisor lifecycle for improving CX and operational efficiency. These platforms incorporate various features such as conversational assist, knowledge AI bots, and real-time advisor assist.

Concentrix also provides consulting services for IVA solutions, addressing customer journey design, dialog flow integration, conversation design, and bot supervision. Additionally, it maintains a balanced shoring mix across onshore, nearshore, and offshore locations. All of these factors have contributed to Concentrix’s recognition as a Leader in Everest Group’s Customer Experience Management (CXM) EMEA – PEAK Matrix® Assessment 2024.”

David Rickard

Partner at Everest Group

Key Takeaways:

  • Concentrix’s strengths, key CXM investments, proprietary solutions, and partnerships

  • Who the key players are in the space

  • The macroeconomic shifts that are driving change in the industry and region

  • How CXM Leaders differentiate themselves from Major Contenders and Aspirants