GlowTouch named a contender on Everest Group CXM PEAK Matrix® 2022

GlowTouch LLC, a Louisville, KY-based global business process outsourcing (BPO) service provider, today announced that the company has been named in Everest’s Customer Experience Management (CXM) Group in the Americas – Service Provider Landscape with the PEAK Matrix® 2022 Contact Center Provider Assessment for the second consecutive year. GlowTouch is a contender in the consulting giant’s annual compilation of outsourcing excellence and follows another year of introducing new customers and opening additional contact centers.

“To be featured on this year’s CXM PEAK Matrix is ​​an honor that belongs to our entire team,” said Vidya Ravichandran, CEO and Founder of GlowTouch. “Providing an exceptional customer experience is not only our mission, but our way of life. We live and breathe CXM every day to provide our customers with the world-class service they deserve, and we couldn’t do it without our people.

GlowTouch was a pioneer in the CXM space and differentiates itself with its people-centric philosophy. The company was also named a top employer in the industry by winning a Stevie Award for Diversity and Inclusion, and Ravichandran was inducted into the CCWomen Hall of Fame.

Since July 2020, GlowTouch has added dozens of new customers while managing the expansion of many existing programs and expanding its global footprint. New centers have opened in Pasig City, Philippines and San Antonio, Texas, and a much larger facility is now operational in Santo Domingo, Dominican Republic. The Everest Group recognition comes as the company celebrates its 20th year in the industry.

“It is gratifying to be on this list again and to see the continued growth and success of our business,” said Tammy Weinstein, Senior Vice President of Marketing and Analyst Relations. “Growth comes from strong leadership, good planning, and great people who can execute, and this recognition reflects all three.”

The PEAK Matrix is ​​an annual assessment of the capabilities and market impact of service and technology providers across multiple industries. It covers companies, products, solutions and locations and ranks companies accordingly. The Customer Experience Management (CXM) report includes metrics such as a company’s size and revenue, diversity of its customer base, vision and strategy, and breadth of services, among other factors. .

GlowTouch also continues to invest in technology and service delivery through text analytics, an eWFM tool, bots and dashboards that affect customer experience and the customer journey. The company’s history in software and application development is an additional tool to leverage, which goes beyond what the typical BPO can provide.

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Carol N. Valencia