Author: Zuha
Zuha
Zoha Peerbhoy is a seasoned editor with over a decade of experience in editorial strategy. She currently serves as a senior editor and content strategist for CX TechBuzz, a media initiative by TechBuzz Media. Zoha enjoys reading, traveling, and baking in her spare time.
In today’s experience-first economy, brands are expected to offer a seamless customer experience, irrespective of channels, with precision and empathy. For companies providing CX Management Services, the bar keeps getting higher — and the competition is increasing. The SPARK Matrix™ from QKS Group (formerly Quadrant Knowledge Solutions) provides a research-driven analysis and ranks service providers in terms of both technology excellence and customer impact. This article compares the 2023 and 2024 editions of the SPARK Matrix for CX Management Services to see who moved, who stayed put, and who slipped off the radar. Here’s what the comparison reveals, and why…