cxm-peak-matrix-2026-apac-badge

Report Summary

Everest Group recognizes Tech Mahindra as a leader and star performer in APAC CXM. We combine strong in-country capabilities with delivery scale, enabling local-language support, and cost-effective operations. We deliver end-to-end CXM services, integrating Al, automation, analytics, and consulting to drive measurable outcomes. Our proprietary platforms and broad partner ecosystem strengthen our technology integration. Buyers value our domain expertise, global talent, rapid transitions, and ability to deliver operational and customer results. We proactively create value and align solutions to client needs, ensuring scalable, resilient, and outcome-driven CXM.

Download the Report Tech Mahindra BPS is named Leader and Star Performer in Everest Group’s 2026 APAC CXM Services PEAK Matrix® Assessment

Experts Speak

Tech Mahindra has emerged as a leader and star performer in Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2026 – APAC, driven by its expanding CX transformation capabilities, broad service portfolio, multilingual delivery capabilities, and continued focus on technology-enabled delivery. Its ability to combine CX consulting and process optimization with omnichannel operations, analytics, automation, and CRM and CCaaS enables it to support enterprises from transformation design through ongoing service delivery. Investments in agentic AI across customer and employee workflows, together with a broad technology partner ecosystem and flexible workforce models, further enhance its ability to support enterprises across both CX transformation and ongoing operations.

Dhruv Khosla,
Practice Director, Everest Group

Key Highlights

Geographic Reach and Industry Expertise

Serve clients across North America, UK&I, Continental Europe, Australia, New Zealand, and APAC. Demonstrate deep experience in telecom, software and platforms, BFS, retail, manufacturing, and healthcare

Comprehensive CXM Service Portfolio

Deliver sales, order fulfillment, transaction processing, customer service, technical support, customer retention, CX consulting, process optimization, and analytics across voice and non-voice channels. Support multilingual omnichannel CX programs.

CX Transformation and Innovation

Drive end-to-end CX transformation through consulting, automation, Al, operational excellence, data and analytics, and CRM/CCaaS. Support both transformation initiatives and ongoing CX delivery.

Agentic CX and Employee Experience

Enable self-service, conversational IVR, proactive care, Al workforce, real-time agent assist, knowledge management, conversational intelligence, and Al-enabled recruitment and training.

Technology Integration and Ecosystem

Leverage proprietary platforms like TechM Orion Marketplace and Aide.Al. Integrate with partners such as Genesys, NICE CXone, Amazon Connect, Salesforce, and others. Utilize Populli for skilled gig workforce models

Operational Excellence and Outcome Delivery

Rapidly transition operations, integrate solutions, and move use cases from pilot to stable production. Convert operational data into actionable insights and deliver measurable CX and business outcomes.

Scalability and Workforce Resilience

Flexibly scale delivery across locations, channels, and talent models. Ensure business continuity and access to specialized talent through flexible workforce strategies.

Our Strengths

  • Integrating Al and automation to deliver measurable CX and operational outcomes.
  • Enabling multilingual, omnichannel CXM with global delivery hubs.
  • Driving end-to-end CX transformation with consulting, analytics, and technology.
  • Deploying agentic CX solutions for self-service, agent assist, and proactive care.
  • Leveraging proprietary platforms and partner ecosystems for seamless integration.