CX Market Ecosystem

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
   49. Experience.com
   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