IntouchCX, today announced that leading research firm Everest Group has positioned the company as Leader in Everest Group’s Customer Experience Management (CXM) Americas PEAK Matrix® Assessment 2025, reflecting IntouchCX’s rise in a more competitive and expanded landscape. This distinction highlights the company’s maturity in AI-enabled innovation and enterprise scale delivery, marking its evolution beyond traditional service models and affirming its position as a trusted advisor and technology-enabled CX partner shaping the next phase of intelligent customer experience.

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This leader placement positions IntouchCX alongside the industry’s largest and most established CXM providers confirming its capability to deliver end-to-end CX transformation at scale. Everest’s expanded 2025 evaluation framework placed greater emphasis on AI integration, automation, orchestration, and measurable transformation outcomes. IntouchCX’s advancement reflects its ability to excel across these dimensions and reflects how its digital investments, innovation culture, and client success stories translate into meaningful business results across industries.

“Advancing to a Leader position in just three years is a strong validation of the direction we’ve set for the company" said Mitul Kotecha, CO-CEO at IntouchCX. “ We have been intentional about building a modern CX ecosystem where technology, analytics, and human expertise work together to create meaningful business outcomes. This recognition acknowledges our ability to guide clients through complex transformation and deliver results at enterprise scale. It places IntouchCX among a select group of providers shaping the next era of intelligent customer experience.”

The 2025 report also recognizes IntouchCX’s expanded solutions portfolio, strengthened global presence further enhancing its capabilities across emerging industries (i.e. fintech, gaming, retail, travel, and healthcare), and deepening expertise in sales drivers and transformative solutions (i.e. voicebots, etc). Buyers cited the company’s adaptability, strong relationship management, and operational excellence as standout strengths.

“IntouchCX has been recognized as a Leader in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 Americas, driven by its diversified delivery footprint, deep cross-industry expertise, and AI-first approach to customer engagement,” said Sharang Sharma, Vice President, Everest Group. “Its proprietary IntouchAI suite, which includes Sidd for conversational AI and agent assist, Superpunch for workforce engagement, Mosaic Languages for multilingual CX, and Catapult and Prism for QA and analytics, reflects a strong commitment to innovation and operational excellence. The strategic acquisition of Beliveo has further enhanced its nearshore presence, while its comprehensive CXM process coverage and proven capabilities across sectors such as fintech, gaming, retail, travel, and healthcare position it as a trusted partner to support enterprises in advancing their strategic priorities in the region.”

The PEAK Matrix® is Everest Group’s objective framework evaluating providers based on market success, including revenue, client portfolio, and YoY growth, and delivery capability, encompassing global footprint, innovation, operations scale, and buyer satisfaction. IntouchCX’s placement as a Leader underscores its strong market position and its ability to deliver transformative CX solutions at scale.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust and safety, and AI services. Founded in Canada, and with people across 12 countries and 25 campuses. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us, visit intouchcx.com.

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