HFS Horizons: Customer Experience Service Providers, 2024

HFS Horizons: Customer Experience Service Providers, 2024 is for enterprise customer experience and customer care leaders evaluating and selecting service providers to modernize and transform their customer experience operations.

Overview

HFS Horizons: Customer Experience Service Providers, 2024 is an HFS Research assessment of the customer experience (CX) services market that evaluates how 23 providers help enterprises progress from functional digital transformation to ecosystem-driven CX innovation. It ranks providers across three Horizon tiers based on innovation scope and value aspiration, and it profiles each provider’s strengths across the HFS CX services value chain, which spans CX operations bolstered by design and strategy.

Key findings

1. Horizon 3 Market Leaders include Cognizant, EXL, Genpact, Infosys, Sutherland, Tech Mahindra, and WNS. Horizon 2 Enterprise Innovators include Arise, Concentrix, Firstsource, HGS, IGT Solutions, Movate, Mphasis, TaskUs, Teleperformance, TELUS International, Transcom, and TTEC. Horizon 1 Disruptors include Alorica, Atento, Foundever, and ResultsCX.
2. The report assesses 23 customer experience service providers in total, with 7 reaching Horizon 3, 12 placed in Horizon 2, and 4 in Horizon 1.
3. HFS organizes the market into three tiers: Horizon 1 functional digital transformation, Horizon 2 enterprise transformation, and Horizon 3 ecosystem transformation, plotted against innovation scope on the left and value aspiration on the right.
4. Teleperformance and Concentrix, both Horizon 2 Enterprise Innovators, are recognized as global CX heavyweights, with Teleperformance singled out for significant investments in research and development.

HFS finds that clients plan to engage customer experience service providers more strategically over the next two years to strengthen their ecosystems and unlock new sources of value, rather than treating them as pure operations vendors. HFS assesses that the Horizon 3 Market Leaders differentiate by pairing large-scale customer care operations with CX design, strategy, and technology-led transformation.

Research methodology

This assessment evaluates 23 customer experience service providers through provider briefings, reference client discussions, and publicly available information, conducted by HFS Research in 2024.

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