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Digitide, a global AI-first digital and business transformation partner, today announced it has been named a Major Contender in the Everest Group Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2025 for both the Americas and APAC regions.
This dual recognition underscores Digitide’s accelerating momentum as a next-generation transformation partner. By combining an AI-first, omnichannel strategy with a delivery network spanning India, Manila, and the Americas, Digitide is redefining digital operations for over 300 global clients.
Differentiation Through "Agentic AI" and Scale Everest Group’s assessment identifies service providers who successfully integrate technology with execution. Digitide was recognized for the following strategic strengths:
- 1 Billion+ Interactions Driving Industry Benchmarks: Digitide now manages over 1 billion customer interactions annually. This massive operational scale provides a unique data advantage, enabling the company to generate rich, industry-leading benchmarks across sectors. These proprietary insights allow clients to measure their CX performance against global best-in-class standards and identify precise opportunities for optimization.
- Engineered for AI-First Transformation: The report highlights Pulse.ai, Digitide’s flagship CXaaS engine. This platform integrates "Agentic AI"—including autonomous conversational intelligence, sentiment analytics, and next-best-action models—to fundamentally transform agent productivity and customer resolution.
- Driving Growth through Data & Analytics: Moving beyond traditional support, Digitide leverages strong data and analytics capabilities to act as a revenue engine for its clients. By utilizing predictive insights, the company identifies precise cross-sell and upsell opportunities, directly driving sales growth and maximizing customer retention.
- Global Scale & Differentiated Talent: Digitide operates a robust global network with 40 centers in 18 cities across the Americas, Manila, and India. A key differentiator is the company's significant Tier-3 presence in India, which unlocks differentiated talent pools to drive cost-effective, high-quality outcomes alongside major delivery hubs.
- High Buyer Satisfaction: Clients consistently cited Digitide’s operational reliability and governance. The company is noted for its "partnership orientation," offering shared-risk and value-linked commercial models that align costs with client outcomes.
- Industry-Specific AI Innovation: The company’s dedicated AI Center of Excellence (CoE) powers industry-specific tools (like Q-Agent Buddy and AI QMS) for key sectors including BFSI, Healthcare, Retail/E-commerce, and Technology.
Executive Perspectives
"Being recognized as a Major Contender across both the Americas and APAC is a powerful endorsement of our AI-first strategy," said Gurmeet Chahal, CEO & Executive Director, Digitide. "Pulse.ai is transforming how enterprises think about digital engagement—combining conversational intelligence, predictive automation, and multilingual orchestration at scale. We remain committed to helping clients modernize engagement and unlock sustainable value across the entire customer lifecycle."
Analyst Commentary
"Digitide has been recognized as a Major Contender in Everest Group’s Customer Experience Management (CXM) PEAK Matrix®️ Assessment 2025 – Americas, driven by its strong omnichannel capabilities and comprehensive AI-driven CX solutions portfolio,” said David Rickard, Partner, Everest Group. “It delivers an integrated Customer Experience-as-a-Service (CXaaS) offering through its proprietary AI-first CX platform, Pulse.ai, supported by a strategic focus on developing industry-specific AI tools. Additionally, its capabilities through its AI CoE and a delivery footprint primarily across India and the Philippines, have enabled Digitide to deliver efficient, multilingual, and cost-effective CX support for clients within the region.”