Customer Experience Management (CXM) has evolved into a critical growth engine for many businesses worldwide. The CXM market spanning the Americas, APAC, and EMEA has been advancing towards AI-native execution, strategically deploying intelligent systems to precisely anticipate customer needs and automate critical actions. Businesses are now leveraging intelligent systems to predict customer needs and automate actions using agentic AI, while generative AI facilitates dynamic content creation, agent assistance, and proactive engagement.
In a highly competitive landscape, CXM providers are expected to blend AI, process and domain knowledge, and consulting expertise, supported by ecosystem partnerships to deliver measurable impact and stand out. With this being said, TP is honored to be recognized as the highest-designated Leader in Market Impact in the Global Customer Experience Management Services (CXM) PEAK Matrix® 2025. This esteemed classification places TP at the forefront of 16 evaluated CXM service providers, highlighting our strong market impact and vision and capability and designating us as a Star Performer for our year-over-year performance. Furthermore, TP has also been recognized as a Leader in the CXM PEAK Matrix® across three key regions: the Americas, EMEA, and APAC.
Why TP is recognized as a Leader in CXM
Leaders in the global CXM services market are characterized by their strategic blend of organic growth and targeted acquisitions, driving market consolidation. Furthermore, Leaders demonstrate profound expertise in implementing advanced technology solutions, including generative AI, automation, workforce management, language translation, and accent localization.
At TP, we orchestrate, integrate, and manage AI-enabled and human-led solutions, leveraging a balanced approach that allows our TP experts to provide fast, reliable solutions while creating memorable, empathetic customer experiences.
Our strengths, as highlighted in Everest Group’s assessment, include:
- Extensive industry experience: TP caters to diverse clients across various industries, utilizing both voice and non-voice channels
- End-to-end CX services: Delivers comprehensive B2B and B2C CX services throughout the entire customer lifecycle
- Digital CX solutions expertise: Strong implementation experience with digital CX solutions like agent assist, conversational AI, and workforce management
- Investing in the integration of EI and AI: Strategic investment in combining AI and EI for holistic CX delivery
- Robust global network: Offers one of the most robust and geographically diversified service delivery networks
- Innovative partnerships: Forges new collaborations to continuously enhance CX interactions
- Operational excellence: Lauded by buyers for its operational excellence, domain expertise, strong technological capabilities, proactive adoption of new technologies, effective process improvements, and stellar relationship management
TP's recognition as a Leader and Star Performer by Everest Group further solidifies our commitment to continue our journey of innovation, ensuring our clients remain at the forefront of the AI-native CX era.
Congratulations to our teams and together, we are #ProudtobeTP!
Disclaimer
Licensed extracts taken from Everest Group’s PEAK Matrix® Reports, may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their positioning. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.
About Everest Group
Everest Group is a leading global research firm helping business leaders make confident decisions. Everest Group's PEAK Matrix® assessments provide the analysis and insights enterprises need to make critical selection decisions about global services providers, locations, and products and solutions within various market segments. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix® to gauge and calibrate their offerings against others in the industry or market. Find further details and in-depth content at www.everestgrp.com.
