The CX ecosystem is a broad web of solutions and technologies aimed at smoothing out a customer’s journey from start to finish and providing a personalized and engaging experience. On the provider side, these solutions aim to increase loyalty and satisfaction, optimize revenue, and allow for better targeting and retention. COVID-19 resulted in an abrupt, but sustained move to digital, causing a large increase in the digital customer data stream and a greater focus on housing, analyzing, and interpreting this data. In addition, customers have grown to accept and even look for increased personalization during their customer journey touchpoints, often leveraging this data.
The CX market itself encompasses large players, such as Cisco and Microsoft, as well as smaller companies carving out a niche in areas like personalization or feedback. There are pure play companies included in the ecosystem, but many companies span multiple market segments both within and outside of CX. While the market is well established, there is not a great deal of differentiation among offerings. This dynamic could be a result of the nature of the market itself, with many interdependencies among the functional areas and lots of overlap, making it difficult to create a well-defined offering. Additionally, there has been a great deal of merger and acquisition activity, as companies attempt to deepen offerings or provide a broader CX solution base.
This Dash Research report outlines six segments in the CX ecosystem: customer data & analytics, personalization & optimization, customer insights & feedback, contact center, customer relationship management (CRM), and employee experience (EX). The report provides an overview of the market in general and includes a brief discussion of industry trends in each segment. Dash Research has included profiles on 150 companies in the CX space. There is an additional list of 100 other industry participants included in the report, as well as an Excel-based summary of key facts and figures for the companies.
Key Questions Addressed:
- What are some of the leading companies in the CX market ecosystem?
- Which segments of the CX ecosystem are supported by the identified companies?
- What are the companies’ vital facts, such as size, location, and ownership?
- What are the key products and services currently offered by these providers?
- What merger & acquisition activity has taken place in the CX market?
Who Needs This Report?
- CX executives and practitioners
- EX executives and practitioners
- Contact center solution providers
- Artificial intelligence and machine learning technology providers
- Data and analytics providers
- Customer data platform companies
- Survey and voice of the customer (VOC) technology companies
- CRM providers
- Investor community
Table of Contents
- Executive Summary
- Market Overview
- Market Ecosystem Overview
- Definitions
- Customer experience
- Customer data & analytics
- Personalization & optimization
- Customer insights & feedback
- Contact center
- Customer relationship management
- Employee experience
- Key Market Trends
- Customer data & analytics
- Personalization & optimization
- Customer insights & feedback
- Contact center
- Customer relationship management
- Employee experience
- Merger & Acquisition Activity
- Company Profiles
- 8×8
- AB Tasty
- Achievers
- Acoustic
- Acquia
- Ada
- Adobe
- Aircall
- Airship
- Alchemer
- Algolia
- Algonomy
- Alida
- Alvaria
- Amdocs
- Amperity
- Amplitude
- Appier
- Aptean
- ASAPP
- Aurea
- Avaya
- BirdEye
- Bitrix24
- Bloomreach
- BlueConic
- Braze
- BryterCX
- Calabrio
- CallMiner
- Ceridian
- Cisco
- Clarabridge
- Clarivate
- CleverTap
- Concentrix
- Content Guru
- Contentsquare
- Copper
- Creatio
- CRMNEXT
- Dixa
- Doxim
- Dynamic Yield
- eGain
- Emplifi
- Energage
- Eventus
- Experience.com
- Firstup
- Five9
- Forsta
- Freshworks
- FullStory
- Gainsight
- Genesys
- Gladly
- Glassbox
- Glint
- Heap
- Hotjar
- HubSpot
- Infor
- Informatica
- InMoment
- Insightly
- Instapage
- IntelePeer
- Keap
- Key Survey
- Khoros
- Kibo
- Kustomer
- LeadSquared
- Leanplum
- Lifesize
- limeade
- LivePerson
- LiveVox
- Maximizer
- Medallia
- Merkle, a Dentsu Company
- Microsoft
- Mitel
- Mixpanel
- MoEngage
- Momentive (formerly SurveyMonkey)
- mParticle
- Netcracker
- Nextiva
- NICE
- Nosto
- Odigo
- Odoo
- Officevibe
- Ometria
- OpenText
- Optimizely
- Optimove
- Oracle
- Peakon
- Pegasystems Inc.
- Pendo
- Phenom
- Pipedrive
- Podium
- PowerReviews
- Quadient
- Qualtrics
- Quantum Workplace
- Qubit
- QuestionPro
- Redpoint Global
- Reflektive
- Relay42
- Reltio
- Reputation
- RingCentral
- Sage
- Salesforce
- SAP
- SAS
- Sentimeter
- Service Management Group (SMG)
- SessionM
- Sitecore
- Sitel Group
- Skyvera
- Sprinklr
- SugarCRM
- SuperOffice
- Talkdesk
- Tealium
- Tenerity
- Teradata
- Thunderhead
- TIBCO
- Totango
- Treasure Data
- Trustpilot
- TTEC
- Twilio
- Unbounce
- Unbxd
- Upland
- Verint
- Yieldify
- Zendesk
- Zeotap
- Zoho
- Other Industry Participants
- Table of Contents
- Table of Figures
- Appendix
- Scope of Study
- Sources and methodology
- Copyright notice
Charts, Tables, and Figures
- CX Market Ecosystem Map
- Selected CX Merger & Acquisition Activity
- Other Industry Participants
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
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