Everest Group CXM services peak matrix® assessment 2024 report
In the company of contenders – What Ventrica’s recognition by Everest Group signals for the future of customer experience
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In the nuanced world of customer experience management (CXM), strategic recognition is more than a badge – it’s a market signal. And in 2024, one such signal rings loud and clear: Ventrica has been named a Major Contender in Everest Group’s prestigious Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2024.
This is no small feat. It places Ventrica in the global spotlight, alongside industry titans, for its distinct approach to combining human empathy with AI-enhanced, revenue-driving customer journeys.
A market where recognition reflects real substance
Everest Group’s PEAK Matrix® has long been regarded as one of the industry’s most authoritative benchmarking frameworks. Built on buyer feedback, proprietary assessment methodologies, and deep sectoral expertise, the matrix doesn’t merely chart market share – it evaluates capability, vision, and real-world impact.
Being named a Major Contender in this landscape is not about volume or scale alone. It’s a testament to service delivery excellence, strategic client partnerships, innovation in digital CX, and a proven ability to transform customer support into brand advocacy and growth.
For Ventrica, this recognition affirms what our clients already know: we are a trusted partner at the intersection of emotional intelligence and digital transformation.
Reading between the lines. What the data tells us
Everest’s 2025 CXM PEAK Matrix® lands at a time of shifting paradigms in the customer service industry. Despite the buzz surrounding generative AI, the data tells a grounded story: 76% of all positive customer experiences are still delivered by humans alone, and just 18% by AI-human combinations. Only 4% come from AI alone.
This presents a revealing contradiction to market hype: while AI and automation scale capacity, it is the human touch that drives emotional resonance and loyalty.
Everest Group itself reinforces this in parallel thought leadership: “Volume recovery in troubled sectors will return, but the growth tailwinds belong to those who scale empathy and digital capability together” .
Ventrica’s placement within the Major Contender quadrant proves that we are not just surviving this transformation – we are shaping it.
Why this matters to business leaders
The recognition is particularly timely for decision-makers looking to optimise customer experience while navigating complex pressures—cost containment, platform modernisation, and workforce engagement. Everest’s research identifies several demand themes that favour the Ventrica model:
- Platform-led CX services
- Co-created value through partnerships
- Emotionally intelligent service delivery
- AI readiness without losing human connection
And the commercial implications are hard to ignore: following a positive experience, UK consumers are willing to spend up to £100 more with a brand. Among 18–34-year-olds, that figure climbs to £199. A good experience also makes 53% more likely to make a repeat purchase, and 79% say it improves brand loyalty .
It’s in this context that Ventrica’s ascent on the PEAK Matrix becomes more than symbolic. It’s evidence of a delivery model that actively creates revenue-generating moments.
Inside the Ventrica approach: Beyond BPO
So what defines the Ventrica difference that caught Everest’s attention?
At the heart of our service lies our Circle of Solutions, designed to elevate CX from transactional to transformational:
- Strategic CX partnerships that offer agile outsourcing aligned to brand tone, culture, and purpose
- Operational & sustainable excellence through multilingual support, workforce management, and process optimisation
- Emotive & brand experiences that create loyalty through every omnichannel interaction
- AI and data-led insight, enhancing (not replacing) human conversation
Our recognition stems not just from service breadth, but from execution quality. We have demonstrated the ability to meet clients where they are – whether navigating complex Zendesk integrations, optimising back-office efficiency, or scaling multilingual contact centre support across Europe.
A contender today. A challenger tomorrow.
In an environment where 85% of enterprise buyers anticipate further consolidation across CXM vendors , Ventrica’s ascent to Major Contender suggests something else: the rise of a challenger brand that offers agility, empathy, and results.
In fact, as Everest continues to track the market’s evolution, it’s clear that traditional “big player” dominance is giving way to value-focused partnerships. Clients are increasingly favouring mid-sized specialists who can deliver speed-to-resolution, empathetic agents, and digitally enabled support – all at scale.
This is exactly where Ventrica stands out.
Closing reflections. What this means for the industry
Recognition from Everest Group isn’t simply a badge of achievement. It validates a strategic worldview. It confirms that Ventrica’s focus on human-led CX that scales with digital confidence is what the market needs now – and will demand more of tomorrow.
As we continue our journey, we remain steadfast in our mission: to transform customer service from a cost centre into a growth engine. This milestone reinforces that we’re doing just that – with the trust of clients, the guidance of our people, and the recognition of the market’s most respected analysts.
And in a world where customer experience is the last true differentiator – being a Major Contender is just the beginning.
Iain Banks
CEO
