I am thrilled to share the 7th edition of the CX landscape!
Started in 2018, it now features 1,160 companies across 39 categories.
The total number of participants has only increased by 15% in the last 14 months. It's a surprise: with AI's disruptive potential and the broad availability of models, I was expecting more new entrants like in other markets such as SalesTech.
This version introduces 3 new categories:
Customer Support Automation
Training & Coaching
CX Analytics
Additionally, I have extracted Collaborative Inbox and CX Assurance from the broader Contact Center Augmentation category.
GenAI has already transformed the Answer Bot category into a more comprehensive Generative Answers & AI Search. This sector has exploded, boasting over 90 solutions – a staggering 70% growth
The second largest increase is for Workforce Engagement Management (+50%), again driven by AI. It not only created new ways of running quality management, forecasting, and scheduling but also lowered barriers of entry into categories historically requiring many features.
Conversational Engagement — interactive, 2-way, automated outbound solutions — is a close third (+40%).
I have updated a few category labels to reflect current industry terminology.
To keep the landscape readable, I have a few categories such as CCaaS or DCS which can encompass other capabilities such as IVR, live chat, or social customer service. Members of these uber-categories (CCaaS, DCS, and Conversational AI platforms) are not repeated in point categories unless offering best-of-breed/standalone packages.
This landscape represents a CX market at a crossroads: AI has made its way into virtually every category but hasn't transformed the overall space yet.
Is it the calm before the storm?