A customer experience platform (CXP) brings order to the complexity of modern customer interactions, covering multiple channels and touchpoints to deliver a journey that is seamless, consistent, and personalized. Providers featured in this Frost Radar™ analysis offer a full-fledged native CXP that includes contact center software, AI, omnichannel engagement, journey orchestration, a managed telephony network, workforce management, and other capabilities. Adjacent solution providers (e.g., customer relationship management, stand-alone workforce engagement management, and communications platform-as-a-service) are not included. Hosted, resold, and managed call center services also are not part of this analysis. Frost & Sullivan analyzed more than 100 companies in this industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The Growth Index measures a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective industry, competitor, and end-user-focused sales and marketing strategies. The Innovation Index examines a company’s ability to develop products/services/solutions with a clear understanding of disruptive megatrends, are globally applicable, evolve and expand to serve multiple segments, and align with customers’ changing needs.

The main goal is continuous improvement.

• Which providers offer a full-fledged native CXP that includes contact center software, AI, omnichannel engagement, journey orchestration, a managed telephony network, workforce management, and other capabilities?
• How can you gain a competitive edge over industry leaders featured in this analysis?
• What are the industry best practices that you can adopt from major companies in the North American CXP industry?