Webhelp named a global CX leader by Everest Group
Webhelp, a leading global provider of customer experience (CX) and business solutions, has been recognized again as a Leader in Everest Group’s 2021 Customer Experience Management (CXM) PEAK Matrix® Assessment. The organization ranked strongly in terms of completeness of vision and capability, making significant progress in market impact.
“Webhelp is a global leading CXM provider with particular strength in Europe, which has recently been bolstered by acquisitions in Latin America,” said David Rickard, Vice President Everest Group. “Webhelp has also continued recent strong growth by investing in its Webhelp Anywhere platform and methodology to support virtual operations and provide tools for talent and workforce management, as well as enhanced security capabilities such as biometric recognition. Through its stand-alone global consulting business, Gobeyond Partners, it also supports clients through the entire customer journey from strategy, journey orchestration, and AI-led text analytics, which are all areas of high demand from enterprises looking to deliver digital CX transformation.”
Webhelp scored top marks from Everest Group for value delivered and vision and strategy. Client interview feedback also cited Webhelp’s adaptability, proactivity, employee orientation, ease-of-doing-business and cultural alignment as a few of its key strengths.
The report validates the significant growth Webhelp has made during the past year by focusing on developing its digital transformation capabilities and CX consulting to create value-driven end-to-end customer journeys.
Following the acquisition of Dynamicall and the more recently announced intent to acquire OneLink, the company has significantly expanded operations to support clients in particularly the United States and Latin America, and European markets, further strengthening its geographical footprint and technology capabilities.
Everest Group notes Webhelp’s proprietary methodology and platform, Webhelp Anywhere, which combines best-shoring with remote, hybrid, onsite operations, and tech-enabled capabilities to deliver flexible and tailored solutions.
Also highlighted was Webhelp’s designated program to support customer experience for start-ups and scale-ups, The Nest by Webhelp.
Everest Group notes Webhelp’s continued success after three consecutive years ranking as a Leader in its PEAK Matrix® Assessment, as well as a Leader in its CXM in EMEA Services PEAK Matrix®.
Everest Group’s CXM Services PEAK Matrix® is an annual report combining an assessment of the changing global CX landscape with evaluations of leading CX organizations. It selected 39 organizations to evaluate and compare in this year’s report based on the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and client feedback.
Olivier Duha, CEO and Co-Founder of Webhelp, said:
“As a global company committed to delivering game-changing customer journeys for our clients, we’re very proud to receive this recognition from Everest Group. We’ve focused heavily on supporting our clients, their customers, and our own people through this challenging period, and I am delighted that this commitment has delivered growth. As we invest further in regions like the U.S., Central and Latin America, and Asia Pacific, as well as capabilities like digital transformation and consulting, we are well positioned to deliver increasing value to the market.”