CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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

  1. Executive Summary
  2. Market Overview
    1. Market Ecosystem Overview
    2. Definitions
      1. Customer experience
      2. Customer data & analytics
      3. Personalization & optimization
      4. Customer insights & feedback
      5. Contact center
      6. Customer relationship management
      7. Employee experience
  3. Key Market Trends
    1. Customer data & analytics
    2. Personalization & optimization
    3. Customer insights & feedback
    4. Contact center
    5. Customer relationship management
    6. Employee experience
  4. Merger & Acquisition Activity
  5. Company Profiles
    1. 8×8
    2. AB Tasty
    3. Achievers
    4. Acoustic
    5. Acquia
    6. Ada
    7. Adobe
    8. Aircall
    9. Airship
    10. Alchemer
    11. Algolia
    12. Algonomy
    13. Alida
    14. Alvaria
    15. Amdocs
    16. Amperity
    17. Amplitude
    18. Appier
    19. Aptean
    20. ASAPP
    21. Aurea
    22. Avaya
    23. BirdEye
    24. Bitrix24
    25. Bloomreach
    26. BlueConic
    27. Braze
    28. BryterCX
    29. Calabrio
    30. CallMiner
    31. Ceridian
    32. Cisco
    33. Clarabridge
    34. Clarivate
    35. CleverTap
    36. Concentrix
    37. Content Guru
    38. Contentsquare
    39. Copper
    40. Creatio
    41. CRMNEXT
    42. Dixa
    43. Doxim
    44. Dynamic Yield
    45. eGain
    46. Emplifi
    47. Energage
    48. Eventus
    50. Firstup
    51. Five9
    52. Forsta
    53. Freshworks
    54. FullStory
    55. Gainsight
    56. Genesys
    57. Gladly
    58. Glassbox
    59. Glint
    60. Heap
    61. Hotjar
    62. HubSpot
    63. Infor
    64. Informatica
    65. InMoment
    66. Insightly
    67. Instapage
    68. IntelePeer
    69. Keap
    70. Key Survey
    71. Khoros
    72. Kibo
    73. Kustomer
    74. LeadSquared
    75. Leanplum
    76. Lifesize
    77. limeade
    78. LivePerson
    79. LiveVox
    80. Maximizer
    81. Medallia
    82. Merkle, a Dentsu Company
    83. Microsoft
    84. Mitel
    85. Mixpanel
    86. MoEngage
    87. Momentive (formerly SurveyMonkey)
    88. mParticle
    89. Netcracker
    90. Nextiva
    91. NICE
    92. Nosto
    93. Odigo
    94. Odoo
    95. Officevibe
    96. Ometria
    97. OpenText
    98. Optimizely
    99. Optimove
    100. Oracle
    101. Peakon
    102. Pegasystems Inc.
    103. Pendo
    104. Phenom
    105. Pipedrive
    106. Podium
    107. PowerReviews
    108. Quadient
    109. Qualtrics
    110. Quantum Workplace
    111. Qubit
    112. QuestionPro
    113. Redpoint Global
    114. Reflektive
    115. Relay42
    116. Reltio
    117. Reputation
    118. RingCentral
    119. Sage
    120. Salesforce
    121. SAP
    122. SAS
    123. Sentimeter
    124. Service Management Group (SMG)
    125. SessionM
    126. Sitecore
    127. Sitel Group
    128. Skyvera
    129. Sprinklr
    130. SugarCRM
    131. SuperOffice
    132. Talkdesk
    133. Tealium
    134. Tenerity
    135. Teradata
    136. Thunderhead
    137. TIBCO
    138. Totango
    139. Treasure Data
    140. Trustpilot
    141. TTEC
    142. Twilio
    143. Unbounce
    144. Unbxd
    145. Upland
    146. Verint
    147. Yieldify
    148. Zendesk
    149. Zeotap
    150. Zoho
  6. Other Industry Participants
  7. Table of Contents
  8. Table of Figures
  9. Appendix
    1. Scope of Study
    2. Sources and methodology
    3. 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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