Competitive Intelligence

Deloitte: Customer Experience Services Capabilities, 2026

This Deloitte: Customer Experience Services Capabilities, 2026 competitive intelligence profile is for customer experience leaders, CMOs, and sourcing executives evaluating Deloitte’s consulting-led, AI-first CX transformation, powered by its proprietary agentic IP, TrueServe and Zora AI.

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 Deloitte logo in a box labeled "Horizon 2 End-to-end experience transformation," followed by a tagline reading that Deloitte aims to enable the OneOffice model to deliver end-to-end CX outcomes. Below that sits a pull quote reading "Consulting-led, AI-first CX transformation powered by proprietary agentic IP," 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 Deloitte’s customer experience services capabilities

A six-panel fact table covering Deloitte's CX business. Key offerings panel lists: customer strategy and design, sales and service transformation, customer service transformation, contact center modernization and CCaaS, AI self-service and conversational AI, agent experience, GenAI and agentic AI for CX, Salesforce CX solutions, and ServiceNow CX and workflow transformation. 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 not disclosed, and lists six key clients: NYU Langone Health, Macy's, and Yamaha, all named directly, alongside a leading health care provider, a prominent investment management firm, and a global consumer products company, all described by category rather than named, making this panel a mix of named and anonymized client references. Partnerships panel lists: Salesforce, Adobe, NiCE, Genesys, ServiceNow, Google Cloud, AWS, Oracle, SAP, Five9, Twilio, Sprinklr, Medallia, commercetools, Shopify, and Sitecore. Global operations and resources panel states that customer experience headcount is not disclosed, the number of delivery and innovation centers is not disclosed, and center locations by major geography are not disclosed. Flagship internal IP panel lists four items: Deloitte TrueServe™, described as an AI-enabled service orchestration and contact center transformation platform; Deloitte Zora AI™, an agentic AI platform with ready-to-deploy reasoning agents; Deloitte Trustworthy AI™, an AI governance and risk framework; and Deloitte Agentic AI for Customer Experience, described as a CX-focused agentic AI offering for journey orchestration, sales and service automation, personalization, and autonomous resolution, shown in the source without a trademark symbol unlike the other three IP items. Source: HFS Research, 2026.

Source: HFS Research, 2026

Deloitte’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. Deloitte's assigned horizon, Horizon 2, is highlighted with a purple bordered label box and the Deloitte 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, consulting-led, AI-first "Intelligent Experience" transformation, describing how Deloitte's value proposition is built around reimagining service and customer engagement as an enterprise operating model problem, combining Deloitte Digital's strategy, creativity, technology, and customer insight capabilities with Deloitte Consulting's broader transformation, AI, risk, governance, and industry depth. Second, trust, governance, and change embedded in the CX-AI posture, noting that the firm is well aligned to enterprise buyers cautious about agentic AI deployment in customer-facing environments, with agentic AI messaging that emphasizes governance guardrails, KPI transparency, adoption management, operating-model redesign, and Trustworthy AI. Third, proprietary agentic IP fused with consulting and design depth, describing Deloitte's CX differentiation as anchored in its owned agentic assets, particularly TrueServe and Zora AI, where TrueServe is a service orchestration platform offering conversational self-service, channel orchestration, agent assist, and interaction summarization, deployed across 100 plus projects in financial services, retail, healthcare, automotive, hospitality, and technology, while Zora AI adds reasoning agents architected on Deloitte's Trustworthy AI principles with a human-in-the-loop feedback design, noting both are Deloitte-owned IP that sit above, not inside, and partner with CCaaS and CRM stacks. Fourth, an outcomes point citing two client results, both described by category rather than named: Deloitte migrated 500 plus agents from a legacy on-premise contact center to a cloud CCaaS platform for a major health system in 10 months, delivering each business unit MVP on time while streamlining call flows and launching outbound voice and SMS campaigns; and it modernized a client's CCaaS environment for an investment management firm with personalized routing, natural language understanding (NLU), conversational AI, queue optimization, dynamic staffing, and quality management, reducing transfer rates from 40% to 22%, raising CSAT from 4.17 to 4.26, and improving NLU prediction accuracy from 75% to 93%. Below that, a Development opportunities panel lists two points, one fewer than the three-point structure used in other providers' profiles in this series. First, what HFS would like to see more of, namely that Deloitte should anchor one message that connects upstream journey design to downstream agentic resolution, allowing enterprise buyers to read a single end-to-end CX narrative easily. Second, next steps, noting that Deloitte can sharpen its agentic CX proposition by translating its broad agentic AI narrative into a clear CX transformation architecture. Source: HFS Research, 2026.

Source: HFS Research, 2026

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