# CX Market Ecosystem

> The CX ecosystem is a broad web of solutions and technologies aimed at smoothing out a customer’s journey from start to finish and providing a personalized and engaging experience.

- Canonical: https://trial.futurumgroup.com/research-reports/cx-market-ecosystem/
- Kind: Research Report
- Published: 2022-01-06T22:58:14.000Z
- Updated: 2023-06-27T14:24:10.000Z
- Publisher: Futurum
- Practice areas: [CIO Insights](https://trial.futurumgroup.com/practice-areas/cio-technology-buyers/)
- Access: The full report, its underlying data and the analyst time behind it are available to Futurum clients. The body served here is the report’s public summary and is free to read, quote and cite with attribution.

The CX ecosystem is a broad web of solutions and technologies aimed at smoothing out a customer’s journey from start to finish and providing a personalized and engaging experience. On the provider side, these solutions aim to increase loyalty and satisfaction, optimize revenue, and allow for better targeting and retention. COVID-19 resulted in an abrupt, but sustained move to digital, causing a large increase in the digital customer data stream and a greater focus on housing, analyzing, and interpreting this data. In addition, customers have grown to accept and even look for increased personalization during their customer journey touchpoints, often leveraging this data. The CX market itself encompasses large players, such as Cisco and Microsoft, as well as smaller companies carving out a niche in areas like personalization or feedback. There are pure play companies included in the ecosystem, but many companies span multiple market segments both within and outside of CX. While the market is well established, there is not a great deal of differentiation among offerings. This dynamic could be a result of the nature of the market itself, with many interdependencies among the functional areas and lots of overlap, making it difficult to create a well-defined offering. Additionally, there has been a great deal of merger and acquisition activity, as companies attempt to deepen offerings or provide a broader CX solution base. This Dash Research report outlines six segments in the CX ecosystem: customer data & analytics, personalization & optimization, customer insights & feedback, contact center, customer relationship management (CRM), and employee experience (EX). The report provides an overview of the market in general and includes a brief discussion of industry trends in each segment. Dash Research has included profiles on 150 companies in the CX space. There is an additional list of 100 other industry participants included in the report, as well as an Excel-based summary of key facts and figures for the companies. Key Questions Addressed: What are some of the leading companies in the CX market ecosystem? Which segments of the CX ecosystem are supported by the identified companies? What are the companies’ vital facts, such as size, location, and ownership? What are the key products and services currently offered by these providers? What merger & acquisition activity has taken place in the CX market? Who Needs This Report? CX executives and practitioners EX executives and practitioners Contact center solution providers Artificial intelligence and machine learning technology providers Data and analytics providers Customer data platform companies Survey and voice of the customer (VOC) technology companies CRM providers Investor community Table of Contents Executive Summary Market Overview Market Ecosystem Overview Definitions Customer experience Customer data & analytics Personalization & optimization Customer insights & feedback Contact center Customer relationship management Employee experience Key Market Trends Customer data & analytics Personalization & optimization Customer insights & feedback Contact center Customer relationship management Employee experience Merger & Acquisition Activity Company Profiles 8×8 AB Tasty Achievers Acoustic Acquia Ada Adobe Aircall Airship Alchemer Algolia Algonomy Alida Alvaria Amdocs Amperity Amplitude Appier Aptean ASAPP Aurea Avaya BirdEye Bitrix24 Bloomreach BlueConic Braze BryterCX Calabrio CallMiner Ceridian Cisco Clarabridge Clarivate CleverTap Concentrix Content Guru Contentsquare Copper Creatio CRMNEXT Dixa Doxim Dynamic Yield eGain Emplifi Energage Eventus Experience.com Firstup Five9 Forsta Freshworks FullStory Gainsight Genesys Gladly Glassbox Glint Heap Hotjar HubSpot Infor Informatica InMoment Insightly Instapage IntelePeer Keap Key Survey Khoros Kibo Kustomer LeadSquared Leanplum Lifesize limeade LivePerson LiveVox Maximizer Medallia Merkle, a Dentsu Company Microsoft Mitel Mixpanel MoEngage Momentive (formerly SurveyMonkey) mParticle Netcracker Nextiva NICE Nosto Odigo Odoo Officevibe Ometria OpenText Optimizely Optimove Oracle Peakon Pegasystems Inc. Pendo Phenom Pipedrive Podium PowerReviews Quadient Qualtrics Quantum Workplace Qubit QuestionPro Redpoint Global Reflektive Relay42 Reltio Reputation RingCentral Sage Salesforce SAP SAS Sentimeter Service Management Group (SMG) SessionM Sitecore Sitel Group Skyvera Sprinklr SugarCRM SuperOffice Talkdesk Tealium Tenerity Teradata Thunderhead TIBCO Totango Treasure Data Trustpilot TTEC Twilio Unbounce Unbxd Upland Verint Yieldify Zendesk Zeotap Zoho Other Industry Participants Table of Contents Table of Figures Appendix Scope of Study Sources and methodology Copyright notice Charts, Tables, and Figures CX Market Ecosystem Map Selected CX Merger & Acquisition Activity Other Industry Participants