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Transcom named a Leader and Star Performer in Everest Group's CXM PEAK Matrix® 2025 for EMEA.

Proven leadership combined with industry-leading momentum in delivering Al-powered, digital-first customer experiences.

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Thriving in the new, AI-Native
CX landscape.

Benchmarking the EMEA CXM industry is more complex than ever. The market has rapidly progressed from post-crisis stabilization to Al-native execution, creating a new, competitive landscape where businesses demand intelligent, predictive systems.

 

As Everest Group notes, Generative AI has moved from pilot to production. Providers are now expected to be 'experienced orchestrators' who combine AI, deep domain knowledge, and ecosystem partnerships. In this new reality, CX is the primary growth engine and resilience pillar.

 

Everest Group assessed 61 top providers on their ability to meet this challenge. Transcom's recognition as both a Leader and a Star Performer confirms our capability to be that orchestrator, delivering transformational value that can be measured.

 

This achievement is built on a foundation of clear strategic execution:

  • Global footprint: bolstering its offshore delivery model with the establishment of new centers in strategic locations, including India, Egypt, and Tunisia.
  • Strategic AI partnerships: the long-standing collaboration with Google has significantly expanded Transcom's AI capabilities and offerings, ensuring cutting-edge solutions for clients.
  • Enhanced service quality: a key alliance for accent neutralization has improved the quality Of customer interactions by effectively eliminating accent barriers.
Everest Group's CXM PEAK Matrix® 2025 for EMEA

Leader and a Star Performer.

“Transcom has strengthened its position as a Leader and a Star Performer in Everest Group's Customer Experience Management (CXM) PEAK Matrix® Assessment 2025 - EMEA, driven by its strong presence across Continental Europe and expansion into the UK&I, and supported by strong service delivery capabilities across the region,” said David Rickard, Partner, Everest Group.

 

“Its balanced shoring model and multilingual capabilities, coupled with strategic partnerships and continued investments in AI-powered solutions such as sentiment analytics and Agent Development Accelerator (ADA), reflect its ability to enable digital-first, human-centric CX for the clients within the region.”

Presenter explaining benefits

David Rickard

Partner at Everest Group

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The force behind Star Performer status.

Transcom has advanced from a Major Contender to a Leader in the 2025 Everest Group's CXM PEAK Matrix®, earning Star Performer recognition. This achievement reflects our substantial investments and demonstrated momentum, including strong client growth, strategic expansion of our global service delivery with new locations, and significant innovation in AI and digital CX, which has generated transformational value for our clients. At the same time, Transcom has expanded its global service delivery footprint with a number of new strategic locations.

Customer Experience Management (CMX) Services PEAK Matrix® 2025 for EMEA

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Explore other awards and recognitions.

Platinum Customer Experience Awards (Spain)

Transcom Canada: 2025 Best Place to Work for Disability Inclusion

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About Everest Group.

Everest Group is a leading global research firm helping business leaders make confident decisions. Everest Group's PEAK Matrix® assessments provide the analysis and insights enterprises need to make critical selection decisions about global services providers, locations, and products and solutions within various market segments. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix® to gauge and calibrate their offerings against others in the industry or market. Find further details and in-depth content at www.everestgrp.com.

Disclaimer.

Licensed extracts taken from Everest Group's PEAK Matrix® Reports, may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group's PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group's analysts and included in Everest Group's PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their positioning. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.