A formidable challenger brand with targeted investments
HFS Research’s inaugural Horizons: Customer Experience Service Providers, 2024 report evaluates 22 leading global providers on their ability to help enterprises embrace CX innovation and realize value — spanning value proposition, execution and innovation capabilities, go-to-market strategy, and market impact.
ResultsCX was positioned as a Horizon 1 Disruptor, recognized for its ability to drive functional optimization outcomes through cost reduction, speed, and efficiency. Clients and partners particularly commend ResultsCX’s flexibility, nimbleness, and ability to deliver results-driven solutions.
Experience, digital domain & analytics
ResultsCX’s approach centers on these three core pillars — co-creating personalized, consultative solutions for enterprise CX clients across sectors.
Formidable challenger brand
Clients appreciate ResultsCX’s size and nimbleness in a market where bigger vendors keep getting bigger — delivering undivided attention as a mid-tier provider.
Strategic inorganic growth
Acquisitions including Zevas Communications (2023) and 60K Bulgaria (2022) demonstrate ResultsCX’s commitment to bolstering global capabilities and geographic reach.
Digital Solution Suite
An experience suite combining automated and assisted experiences, workforce management, and cross-channel advanced analytics to optimize CX across channels.
Analyst perspective
“ResultsCX has been placed as a 'Horizon 1 Disruptor' in HFS' inaugural Customer Experience (CX) Services Horizon report for its core elements of experience, digital domain, and analytics. Leveraging its Digital Solution Suite, ResultsCX is able to provide customers with digital tools that combine automated and assisted experiences across channels. Clients of ResultsCX appreciate the provider's flexibility and nimble approach to services delivery.”
Market context
The CX services landscape in 2024
Global providers assessed in this report
Horizon 3 Market Leaders identified
Total dedicated CX services revenue across providers
Average CSAT score across assessed providers
The CX services market is evolving from pure labor-arbitrage models toward broader strategy and design of customer experiences. With the advent of generative AI, the industry stands at a crucial pivot point. Quality of service delivery remains the top selection criterion for enterprise buyers — cited by 50% of client references — followed by industry domain expertise and existing relationships. ResultsCX’s investments in its Digital Solution Suite and its nimble, consultative delivery model position it well to serve this evolving buyer landscape.
Inside the report
The report covers three areas in depth.
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01 CX services market dynamics and buyer sentiment
The report draws on interviews with 51 enterprise CX decision-makers and 53 active partner references to surface what buyers prioritize today — quality of service delivery, domain expertise, and breadth of offerings — and how those priorities are expected to shift toward enterprise transformation and ecosystem synergy over the next two years. -
02 The role of generative AI and digital innovation in CX
HFS examines how service providers are deploying analytics, automation, and generative AI to move beyond cost-reduction mandates — assessing their investments in proprietary platforms, technology partnerships, and co-innovation models that define the next generation of CX delivery. -
03 Key capabilities that placed ResultsCX in Horizon 1 — Functional Digital Transformation
Horizon 1 providers demonstrate the ability to drive digitized processes to improve business outcomes — cost reduction, speed, and efficiency across elements of the CX value chain. They bring strong implementation partnerships, offshore-focused delivery with technical skills, and robust fundamentals of cloud transformation.