From stabilization to orchestration — recognized at the forefront of CXM transformation
The CXM market has entered a new phase. Gen AI has moved from experimentation to production, and agentic AI is now enabling providers to predict customer needs, trigger automated actions, and orchestrate end-to-end journeys without human handoffs. CXM is no longer viewed as a cost-containment function — it has become a growth engine and resilience pillar, essential for retaining customers in an intensely competitive landscape.
ResultsCX has been recognized as a Major Contender — reflecting its expanding global footprint, proprietary digital CXM solutions, outcome-based commercial flexibility, and consistent buyer-validated service quality. This recognition reflects ResultsCX’s momentum as a scaled, transformation-focused CXM partner — growing beyond its North American base into EMEA, deepening domain expertise through the acquisitions of Huntswood and Aucera and strengthening its position as an outcome-focused CXM partner.
Key Strengths highlighted in the PEAK Matrix® assessment
Global scale with multi-vertical depth
ResultsCX, with a workforce of over 20,000 FTEs, has demonstrated notable progress in expanding its market presence beyond its traditional North American stronghold into the EMEA region — offering a comprehensive portfolio of customer support and sales services across BFSI, healthcare, media and entertainment, and retail.
Strategic acquisitions — Huntswood and Aucera
ResultsCX acquired Huntswood in early 2024 to expand its domain expertise in BFSI and utilities and strengthen delivery capabilities in South Africa. The subsequent acquisition of Aucera in March 2025 deepened its US market presence and enhanced capabilities across healthcare, BFSI, and utilities — reinforcing its position as a scaled, multi-geography operator.
Proprietary digital CXM solutions suite – SupportPredictTM
ResultsCX offers a large suite of proprietary digital CXM solutions and has successfully implemented self-service bots, advanced IVR systems, and agent-assist solutions — generating substantial improvements in key performance metrics for its clients.
Outcome-based commercial models
ResultsCX has strong experience in outcome-based commercial models — including revenue-sharing, gainsharing, and risk-reward structures — in addition to traditional transactional pricing, offering clients greater flexibility and alignment with business outcomes.
Buyer-validated service quality and relationship management
ResultsCX has garnered positive client feedback for its service quality, operational rigor, and proactive relationship management — highlighting its focus on delivering consistent value and partnership-led engagement across the region.
Analyst perspective
“ResultsCX has strengthened its position as a Major Contender in Everest Group's Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 - Americas. Through inorganic expansion in South Africa with the acquisition of Huntswood in 2024 and Aucera in 2025, ResultsCX has broadened its delivery reach, reinforced its U.S. presence, and enhanced its domain depth in healthcare, BFSI, and utilities. Its diversified delivery footprint including key locations such as the Philippines, India, South Africa, Mexico, and the US, as well as its dedicated digital CXM offerings such as Olivia for automated candidate recruitment and SupportPredict™ for AI agent assist and self-service, along with strong end-to-end industry expertise in healthcare and BFS, position ResultsCX to drive consistent service quality, greater operational efficiency, and proactive relationship management across the region.”
PEAK Matrix® positioning
Recognized as a Major Contender among 61 global CXM providers
ResultsCX was positioned as a Major Contender — recognized for its expanding global reach, proprietary AI-enabled CXM solutions, outcome-based commercial flexibility, and consistent client value delivery.
- The CXM outsourcing services market grew by 2-4% in 2024-25, reaching $117-119 billion.
- How agentic AI and gen AI are reshaping CXM — from pilot deployments to production-grade orchestration at scale
- The shift from cost arbitrage to transformation-focused CXM, where value delivered defines future expansion
- Why buyers increasingly prioritize outcome-based pricing, domain expertise, and scalable digital delivery in CXM partner selection