Why Recognition Matters in Today’s Customer Experience Landscape
The customer experience (CX) industry stands at an inflection point. Enterprises are no longer simply seeking vendors to handle call volumes—they’re hunting for partners who can deploy generative AI, real-time analytics, and outcome-linked models that transform customer operations into competitive advantages. Against this backdrop, ResultsCX has secured recognition as an Innovator in Avasant’s CX Center Business Process Transformation RadarView™ Assessment for the second consecutive year, signaling its ability to bridge strategic vision with operational execution.
The Strategic Shift: From Activity-Based to Outcome-Driven CX
Traditional CX models centered on metrics like average handle time and call volume have become table stakes. Today’s enterprises face a more complex equation: managing rising interaction volumes, navigating emotionally nuanced customer needs, and wrestling with data silos and legacy systems—all while regulatory obligations tighten. The challenge isn’t accessing advanced technology; it’s deploying it effectively to drive measurable business impact.
ResultsCX addresses this through what CEO Rajesh Subramaniam calls a “human at the helm” approach—integrating AI-enabled platforms with deep domain expertise. The company manages over 51 million customer calls annually, leveraging its SupportPredict™ AI and Agent Assist stack to enhance agent proficiency, compress handle times, and improve critical metrics including customer satisfaction (CSAT), first call resolution (FCR), and speed to competency. This isn’t automation replacing humans—it’s technology augmenting frontline teams with real-time conversational analytics, Gen AI-based call summarization, and in-workflow guidance.
Building Domain Depth Through Strategic Expansion
Avasant’s assessment highlights how ResultsCX has systematically strengthened its industry portfolio through targeted acquisitions: Aucera in healthcare, Huntswood in banking/financial services and utilities, Zevas in B2B sales and fintech, and 60K Bulgaria to boost nearshore capacity. These moves aren’t simply geographic expansion—they represent calculated plays to deepen sector-specific expertise in high-complexity verticals where compliance, data sensitivity, and customer lifetime value demand specialized operational models.
Complementing this growth are new Centers of Excellence focused on workforce management, process optimization, digital solutions, and IT infrastructure. These hubs enable ResultsCX to deliver scalable, specialized CX programs that adapt to vertical-specific requirements while maintaining consistency across global delivery networks spanning North America, Europe, Africa, and Asia.
The AI-Enabled Operating Model: Practical Deployment at Scale
What distinguishes ResultsCX in Avasant’s analysis is practical AI deployment across complex CX environments. While many providers pilot AI tools in controlled settings, ResultsCX integrates automation and analytics into live, high-volume operations. The company’s SupportPredict ecosystem combines agent training, performance tools, and AI-supported recruitment capabilities to accelerate program deployment and deliver long-term improvements in efficiency, satisfaction, and service resilience.
According to Avasant Research Leader Aditya Jain, this approach positions ResultsCX to meet commercial expectations shifting toward outcome-linked models—where CX quality, compliance, and business impact take precedence over activity-based delivery. Think of it as moving from counting calls answered to measuring problems solved, revenue protected, and customer relationships strengthened.
Key Insights at a Glance
- Scale Meets Intelligence: ResultsCX processes 51M+ annual customer calls using AI-assisted platforms that improve CSAT, FCR, and call deflection rates
- Domain-Driven Growth: Strategic acquisitions in healthcare, BFSI, and B2B sectors strengthen vertical expertise and operational reach
- Outcome Over Activity: The industry pivot toward compliance-focused, quality-driven CX models rewards providers who deploy AI practically, not experimentally
- Global Delivery Architecture: Multi-region footprint (Americas, Europe, Africa, Asia) enables resilient, cost-optimized service delivery
What This Means for CX Leaders
As enterprises embed generative AI into customer operations, the competitive advantage shifts to providers who can navigate the messy middle—integrating new technologies with existing systems, training human agents to work alongside AI tools, and demonstrating ROI through business outcomes rather than efficiency theater. How might your organization evaluate whether your current CX partner is positioned for this transition, or simply optimizing yesterday’s playbook?
About ResultsCX
ResultsCX is a leading provider of transformational Customer Experience Management (CXM) solutions to 130+ global brands, including Fortune 100 and FTSE 250 companies. For 30+ years, we have been driving superior customer and business outcomes for brands across Healthcare, Media, Telecom, Fast Growth technology, Retail, Banking and Financial Services, and other industries globally.
Our award-winning approach helps brands prioritize investments and build digitally influenced customer journeys, creating high-value impact across three areas: Revenue Acceleration, Cost Optimization, and Enhanced Experience. Supported by 24,000+ colleagues and 23 engagement hubs worldwide, our innovative solutions and services solve persistent customer experience challenges, making life easier for millions of consumers. For more information about ResultsCX and its award-winning customer experience solutions, please visit www.resultscx.com.
