Frost Radar: EMEA Customer Experience Platforms, 2025

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines

Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized experiences. Providers must have a full-fledged contact center offering to be featured on this Frost Radar™. Adjacent solution providers (CRM, WEM, CPaaS) are not included. Hosted and managed call center services are not part of this analysis.

Frost & Sullivan analyzed more than 100 companies in this industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™, considering their strengths and the opportunities that best fit those strengths.

The Growth Index measures a company's growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user-focused sales and marketing strategies. The Innovation Index examines a company's ability to develop products/services/solutions with a clear understanding of disruptive megatrends, are globally applicable, evolve and expand to serve multiple markets, and align with customers' changing needs.

Strategic Imperative and Growth Environment

Strategic Imperative

• The macroeconomic climate across the EMEA (Europe, Middle East, and Africa) region presents a mixed picture. Europe is showing signs of modest recovery, with stabilizing inflation and low unemployment, though growth remains subdued. The ongoing war in Ukraine continues to exert pressure on energy markets, supply chains, and investor sentiment, contributing to persistent geopolitical instability.
• European business leaders are expressing concerns about the direction of US trade policy. While a recent US-EU trade agreement aimed to stabilize relations, it has done little to dispel fears of broader trade disruptions, and investor sentiment remains cautious. European institutions are now preparing for potential financial and monetary shocks stemming from a more protectionist US stance.
• The Middle East faces significant headwinds from conflict, inflation, and debt burdens. Africa is experiencing moderate growth, particularly in reform-oriented economies, despite persistent infrastructure and climate-related challenges.
• Despite these regional disparities, the overall business climate remains cautiously optimistic. The customer experience (CX) ecosystem has so far been resilient, with limited direct impact from broader macroeconomic pressures. However, the enterprise sector is experiencing slower procurement and deal cycles as companies navigate uncertainties about trade negotiations, tariffs, and geopolitical developments.
• CX platform (CXP) providers should remain agile and prepared for extended enterprise sales cycles, particularly in markets sensitive to geopolitical and economic fluctuations.
• Meeting the demand for seamless omnichannel experiences, effective self-service, automation, personalization at scale, and meaningful analytics is best achieved through a unified, AI-enabled CXP. This approach also supports customer journey orchestration and workforce optimization, helping organizations deliver consistent and seamless experiences.

Strategic Imperative and Growth Environment

• While some economic challenges remain, EMEA CXP revenue reached $2.6 billion in 2024, with growth in every region, and is projected to reach $3 billion in 2025.
• In Europe, UK/I, Benelux, Spain/Portugal, and DACH are exhibiting the most growth momentum for CXP services. Recent sovereign cloud investment by multiple providers in UK/I and DACH should accelerate momentum there.
  • The Middle East is fertile ground for CXP expansion. Countries are embracing a digital-first economy, which lends itself to cloud and AI adoption. But high government policy and regulatory compliance postures require significant time and investment to establish a presence in the region.
  • South Africa and Egypt are the CXP hotspots in Africa. Investment in South Africa continues to grow with multiple sovereign cloud instances planned for the broader region.
• More targeted and focused account-based marketing (ABM) is helping CXP providers grow new accounts and expand existing client relationships. ABM tightens the collaboration between sales and marketing and can be more effective in accelerating and winning larger deal sizes.
• Well executed go-to-market (GTM) strategies driven by channel and technology partners are essential to stimulate growth. Partners amplify a CXP provider's reach and put them in a position to compete for more deals, including higher-value, more complex deals. Indeed, channel partner sales continue to outperform direct sales in extending coverage, shortening sales cycles, and building customer trust.

Best Practices

• Utilize data analytics to drive decision-making
• Focus on omnichannel communication for customer support
• Invest in AI and automation for efficiency
• Prioritize user experience in platform design
• Encourage customer feedback and adapt accordingly

Growth Environment

• The macroeconomic climate across the EMEA (Europe, Middle East, and Africa) region presents a mixed picture. Europe is showing signs of modest recovery, with stabilizing inflation and low unemployment, though growth remains subdued. The ongoing war in Ukraine continues to exert pressure on energy markets, supply chains, and investor sentiment, contributing to persistent geopolitical instability.
• European business leaders are expressing concerns about the direction of US trade policy. While a recent US-EU trade agreement aimed to stabilize relations, it has done little to dispel fears of broader trade disruptions, and investor sentiment remains cautious. European institutions are now preparing for potential financial and monetary shocks stemming from a more protectionist US stance.
• The Middle East faces significant headwinds from conflict, inflation, and debt burdens. Africa is experiencing moderate growth, particularly in reform-oriented economies, despite persistent infrastructure and climate-related challenges.
• Despite these regional disparities, the overall business climate remains cautiously optimistic. The customer experience (CX) ecosystem has so far been resilient, with limited direct impact from broader macroeconomic pressures. However, the enterprise sector is experiencing slower procurement and deal cycles as companies navigate uncertainties about trade negotiations, tariffs, and geopolitical developments.
• CX platform (CXP) providers should remain agile and prepared for extended enterprise sales cycles, particularly in markets sensitive to geopolitical and economic fluctuations.
• Meeting the demand for seamless omnichannel experiences, effective self-service, automation, personalization at scale, and meaningful analytics is best achieved through a unified, AI-enabled CXP. This approach also supports customer journey orchestration and workforce optimization, helping organizations deliver consistent and scalable outcomes.