2026 Global: Customer Experience As A Service (Cxaas)-Competitive Review (2032) report
Description
The 2026 Global: Customer Experience As A Service (Cxaas)-Competitive Review (2031) report features the global market size and projected growth/decline data for the period 2021 through 2032. The report primarily provides an examination of the business strategies for the ten largest global companies in the market and how their strategies differ.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for customer experience as a service (cxaas) by geography and historical trend. The scope of the report extends to sizing of the customer experience as a service (cxaas) market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
The top ten major companies in Customer Experience as a Service (CXaaS) are Salesforce, Adobe, Oracle, Microsoft, SAP, HubSpot, Genesys, NICE, Zendesk, and Qualtrics, leading through cloud-based platforms that deliver omnichannel engagement, AI-driven personalization, and unified customer data management. Salesforce pioneered cloud CRM with its Customer 360, enabling seamless sales, service, and marketing integration infused with Einstein AI for predictive insights and automated journeys, helping businesses achieve holistic customer views and scale personalized experiences across channels. Adobe's Experience Cloud excels in digital orchestration, leveraging Sensei AI for content personalization and journey measurement from initial interactions to loyalty, while Oracle extends CX across enterprises with 360-degree views linking front- and back-office operations via cloud AI automation. Microsoft integrates Dynamics 365 CX into its ecosystem, embedding Copilot AI for smarter service and outreach, alongside SAP's robust enterprise solutions for data-driven touchpoints; these platforms prioritize scalability and interoperability for global deployments.
HubSpot revolutionizes CX for SMBs with its inbound marketing philosophy, combining marketing, sales, and service in an accessible platform that attracts customers through valuable content and fosters engagement without silos. Genesys transforms contact centers into omnichannel hubs, using AI for routing, self-service, and seamless transitions across voice, chat, email, and social media, boosting efficiency and personalization in complex journeys. NICE drives AI innovation in CX divisions, focusing on performance gains through cost-effective automation and transformative service models, while Zendesk streamlines support with intuitive tools for rapid issue resolution and customer retention. Qualtrics leads in experience management, powering feedback loops and analytics to enhance loyalty via XM programs that integrate employee and customer insights for continuous improvement.
These CXaaS leaders emphasize AI integration, such as generative models and real-time analytics, to eliminate friction and deliver predictive, context-aware interactions, positioning them as benchmarks for 2025 amid rising demands for unified data platforms and omnichannel consistency. FlairsTech complements with outsourcing excellence, achieving 90%+ CSAT through 24/7 multilingual support across channels, underscoring the blend of technology and human elements in elite CX delivery. As economic volatility persists, these firms enable brands to prioritize loyalty-driving improvements, with 89% of companies competing on CX by leveraging such platforms for revenue growth 5.1x faster than peers.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for customer experience as a service (cxaas) by geography and historical trend. The scope of the report extends to sizing of the customer experience as a service (cxaas) market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
The top ten major companies in Customer Experience as a Service (CXaaS) are Salesforce, Adobe, Oracle, Microsoft, SAP, HubSpot, Genesys, NICE, Zendesk, and Qualtrics, leading through cloud-based platforms that deliver omnichannel engagement, AI-driven personalization, and unified customer data management. Salesforce pioneered cloud CRM with its Customer 360, enabling seamless sales, service, and marketing integration infused with Einstein AI for predictive insights and automated journeys, helping businesses achieve holistic customer views and scale personalized experiences across channels. Adobe's Experience Cloud excels in digital orchestration, leveraging Sensei AI for content personalization and journey measurement from initial interactions to loyalty, while Oracle extends CX across enterprises with 360-degree views linking front- and back-office operations via cloud AI automation. Microsoft integrates Dynamics 365 CX into its ecosystem, embedding Copilot AI for smarter service and outreach, alongside SAP's robust enterprise solutions for data-driven touchpoints; these platforms prioritize scalability and interoperability for global deployments.
HubSpot revolutionizes CX for SMBs with its inbound marketing philosophy, combining marketing, sales, and service in an accessible platform that attracts customers through valuable content and fosters engagement without silos. Genesys transforms contact centers into omnichannel hubs, using AI for routing, self-service, and seamless transitions across voice, chat, email, and social media, boosting efficiency and personalization in complex journeys. NICE drives AI innovation in CX divisions, focusing on performance gains through cost-effective automation and transformative service models, while Zendesk streamlines support with intuitive tools for rapid issue resolution and customer retention. Qualtrics leads in experience management, powering feedback loops and analytics to enhance loyalty via XM programs that integrate employee and customer insights for continuous improvement.
These CXaaS leaders emphasize AI integration, such as generative models and real-time analytics, to eliminate friction and deliver predictive, context-aware interactions, positioning them as benchmarks for 2025 amid rising demands for unified data platforms and omnichannel consistency. FlairsTech complements with outsourcing excellence, achieving 90%+ CSAT through 24/7 multilingual support across channels, underscoring the blend of technology and human elements in elite CX delivery. As economic volatility persists, these firms enable brands to prioritize loyalty-driving improvements, with 89% of companies competing on CX by leveraging such platforms for revenue growth 5.1x faster than peers.
Table of Contents
32 Pages
- 1.0 Scope of Report and Methodology
- 2.0 Market SWOT Analysis and Players
- 2.1 Market Definition
- 2.2 Market Segments
- 2.3 Market Strengths
- 2.4 Market Weaknesses
- 2.5 Market Threats
- 2.6 Market Opportunities
- 2.7 Major Players
- 3.0 Competitive Analysis
- 3.1 Market Player 1
- 3.2 Market Player 2
- 3.3 Market Player 3
- 3.4 Market Player 4
- 3.5 Market Player 5
- 3.6 Market Player 6
- 3.7 Market Player 7
- 3.8 Market Player 8
- 3.9 Market Player 9
- 3.10 Market Player 10
- 4.0 Comparative Business Strategies
- 4.1 Comparative Business Strategies of Player 1 and 2
- 4.2 Comparative Business Strategies of Player 1 and 3
- 4.3 Comparative Business Strategies of Player 1 and 4
- 4.4 Comparative Business Strategies of Player 2 and 3
- 4.5 Comparative Business Strategies of Player 2 and 4
- 4.6 Comparative Business Strategies of Player 3 and 4
- 5.0 Appendix
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