Competitive Intelligence

LTM: Customer Experience Services Capabilities, 2026

This LTM: Customer Experience Services Capabilities, 2026 competitive intelligence profile is for customer experience leaders, CMOs, and sourcing executives evaluating LTM’s AI-native creative and commerce agency model for redefining enterprise CX.

A beach-themed diagram showing three horizontal horizon bands stacked like sand layers, with two axes running alongside: innovation scope on the left (functional at the bottom, enterprise in the middle, ecosystem at the top) and value aspiration on the right (digital at the bottom, experience in the middle, growth at the top). Horizon 1, functional transformation, lists six providers in alphabetical order: hgs, ibex, iQor, Konvecta, Mphasis, and TELUS Digital. Horizon 2, end-to-end experience transformation, lists twelve providers in alphabetical order: Amdocs, Atain, Coforge, Concentrix, Deloitte, HCLTech, Intouch CX, LTM, Movate, an unlabeled logo shown only as a stylized "P" mark with no company name given in the visible text, Transcom, and TTEC. Horizon 3, ecosystem synergy and new value creation, lists fourteen providers in alphabetical order: Accenture, Capgemini, Cognizant, EXL, EY, Firstsource, Genpact, IBM, Infosys, KPMG, Publicis Sapient, Sutherland, Tata Consultancy Services (TCS), and Tech Mahindra. Counting all three horizons together yields 32 named or logo-represented providers, one fewer than the "33 service providers" figure stated in the adjacent body text, an apparent discrepancy between the diagram and the narrative count. To the right of the diagram, a panel shows the LTM logo in a box labeled "Horizon 2 End-to-end experience transformation," followed by a tagline reading that LTM aims to enable the OneOffice model to deliver end-to-end CX outcomes. Below that sits a pull quote reading "AI-native creative and commerce agency redefining enterprise CX," attributed to the HFS Horizons: Customer Experience Services, 2026 report. Beneath the quote, a paragraph explains that the HFS Horizons report assesses vendor capabilities, innovation, and value potential across the HFS customer experience services value chain based on a range of dimensions covering the why, what, how, and so what of service offerings across the three horizons, and that the report evaluates the capabilities of 33 service providers, including CX specialists, global systems integrators, and consultancies. A footnote below the diagram states that providers within each horizon are listed alphabetically. Source: HFS Research, 2026.

Note: All service providers within a Horizon are listed alphabetically
Source: HFS Research, 2026

Key facts about LTM’s customer experience services capabilities

A six-panel fact table covering LTM's CX business. Key offerings panel lists: paid media ops, AI-led search marketing, cognitive contact centre, agentic commerce, store commerce transformation, digital commerce platform transformation, martech value realization, AI-first apps and websites design, AI-powered content supply chain, account-based marketing, personalization at scale, quote-to-order management, Customer 360, campaign design and execution, and loyalty program design and development. Mergers and acquisitions panel (2023 to 2026) states there were no recent CX-related M&A activities. Key clients panel states the number of customer experience clients as 200 plus, and describes five key clients, all by category rather than by name: the world's oldest airline, a global cybersecurity leader, one of North America's largest banks, a leading CPG major, and a leading appliance manufacturer in the UK. Partnerships panel lists: Adobe, Salesforce, Microsoft, AWS, Google Cloud, SAP, Drupal, Genesys, NiCE CXone, HubSpot, Oracle, Liferay, BigCommerce, Shopify, Zinrelo, WordPress, Acquia, VTEX, Sitecore, OutSystems, commercetools, Mendix, Unity, Contentful, Optimizely, Voicing AI, Pixis, OpenText, The Trade Desk, Semrush, MoEngage, Unica, and Gradial. Global operations and resources panel states a customer experience headcount of 14,000 plus, innovation studios located in New Jersey, Minneapolis (both in the US), Bangalore and Powai (both in India), and London (UK), and a broader operational footprint spanning 132 countries. Flagship internal IP panel lists five items: CraftStudio, described as a global marketing service model that helps organizations harness AI for efficiency and growth; dAIsy, an AI-driven design copilot offering enabling strategy and user research through to creative design and go-to-market solutions; AIMS, an AI-powered suite enabling scalable, brand-consistent content creation and intelligent marketing automation; AgentSurf, an agentic GEO platform designed to optimize enterprise websites for the emerging era of AI-powered search engines; and Chatweb, an intelligent, AI-powered search experience designed to transform search experience. Source: HFS Research, 2026.

Source: HFS Research, 2026

LTM’s performance in the study and HFS’ views of its strengths and development opportunities for customer experience services capabilities

A simplified version of the beach-themed three-band horizon diagram, this time without any company names. Horizon 3 (ecosystem synergy and new value creation) sits at the top, Horizon 2 (end-to-end experience transformation) in the middle, and Horizon 1 (functional transformation) at the bottom. LTM's assigned horizon, Horizon 2, is highlighted with a purple bordered label box and the LTM logo placed directly beside it, while the labels for Horizon 1 and Horizon 3 are shown in muted gray text to indicate they are not the provider's assigned tier. To the right, a Strengths panel lists four points. First, an AI-led "one agency" model targeting the modern CMO, describing how LTM Interactive positions itself as what it calls the "Business Creativity Partner" for 200 plus global brands, competing with both IT service peers and marketing holding companies by collapsing creative, engineering, commerce, and campaign services under a single AI-native umbrella. Second, a distinctive creative-technology wedge through CraftStudio, describing this AI-first creative production studio, co-developed with Adobe, as giving the firm a sharper creative and content-production narrative that competes directly with marketing holding companies at the intersection of enterprise engineering and creativity. Third, agentic IP across marketing, commerce, and engineering, describing LTM's agentic ecosystem as housing 70 plus proprietary SDLC agents and named platforms, including AIMS, AgentSurf, AutoCAT, and dAIsy, with an output-based commercial model; AutoCAT is named here but does not appear among the five items listed in the Flagship internal IP panel in Exhibit 2. Fourth, an outcomes point citing two client results, both described by category rather than named: for a global cybersecurity leader, LTM's MarTech consolidation unified fragmented customer identity touchpoints across channels, producing 3x business growth with higher product subscriptions and retention, a 2x cost reduction through automation, an 80% campaign match rate on Google, and $1 million in license savings; for a global DTC brand spanning 65 countries and 30 plus markets, LTM's single-codebase global commerce platform delivered 50% effort savings in market rollouts, a 40% license cost reduction, and a 50% infrastructure cost reduction. Below that, a Development opportunities panel lists two points, one fewer than the three-point structure used in some other providers' profiles in this series. First, what HFS would like to see more of, namely that LTM could link CraftStudio and BlueVerse to personalization and customer outcomes such as loyalty revenue, retention, and recontact reduction to give the creative engine a CX business case; BlueVerse is named here but, like AutoCAT, does not appear among the five items listed in the Flagship internal IP panel in Exhibit 2. Second, next steps, noting that the firm opens doors through its marketing relationships and could build its CX consulting and advisory capability to further enter transformation and enterprise-wide CX conversations. Source: HFS Research, 2026.

Source: HFS Research, 2026

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