Businesses are looking to cut costs, balance risks, and maintain CX levels, increasing customer experience management (CXM) outsourcing. Companies have turned to services providers to digitize their operations, shift to non-voice channels, and migrate to cloud services while ensuring the well-being of agents working from home.
Customer expectations have increased, behaviors evolved, and businesses lacking technological capabilities have sought third-party outsourcing support like 7.ai.
In the Everest Group PEAK Matrix CXM Service Providers, 7.ai emerged as a Major Contender in the CXM space. The PEAK Matrix report assesses the market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback.
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