Everest Group has published its Customer Experience Management (CXM) Services PEAK Matrix^® Assessment 2026, and Redial BPO is in it — named an Aspirant in the Americas matrix, among 63 CX providers assessed across the Americas, EMEA, and APAC.

We want to talk about what that means, including the parts that are less flattering, because a milestone explained honestly is worth more than one inflated.

What the PEAK Matrix^® actually measures

The PEAK Matrix^® is Everest Group’s framework for assessing service providers. It plots each one on two axes.

The vertical axis is market impact: how many clients a provider serves and how fast that is growing, how diverse its client and revenue base is across geographies and engagement types, and — the one we care most about — the value clients report actually receiving.

The horizontal axis is vision and capability: strategy and roadmap, the depth and breadth of services offered, investment in innovation such as technology IP and domain knowledge and partnerships, and delivery footprint.

What makes the assessment carry weight with buyers is how it is built. Everest Group works from an analyst RFI process, its own transaction intelligence database, provider disclosures, and direct conversations with the enterprises actually buying CX services. In other words, a provider cannot talk its way onto the chart. The inputs are largely other people’s experience of us.

Providers land in one of three groups: Leaders, Major Contenders, or Aspirants.

Why we are proud of a starting position

We are an Aspirant. That is the entry tier, and we are not going to describe it as anything else.

Here is why it still matters. Redial BPO started in 2017. On that same chart are organizations with decades of history, tens of thousands of employees, and household-name clients. Being assessed against them, on identical criteria, by analysts who spend their days talking to CX buyers, means our work is now visible at the level of the industry rather than the level of an individual deal.

For enterprises evaluating CX partners, this matters in a practical way. Sourcing teams and advisors build shortlists from frameworks like this one. Providers who are not on the chart are frequently never considered. As of this assessment, we are in the room.

And a starting position is a measurable one. The PEAK Matrix is published annually. Where we sit today is now a public baseline — and we intend to move it.

The market is being rewritten while we climb

It would be strange to write about the future of CX right now without talking about AI.

Automation is changing which contacts reach a human, what those contacts look like when they do, and what a support program costs to run. Some of the assumptions this industry was built on are being retired in real time. The providers who struggle will be the ones whose scale makes them slow to change.

We think our size is an advantage here. We are large enough to run serious enterprise programs across Mexico, South Africa, and the Philippines, and small enough to redesign a workflow in weeks rather than quarters. Our strategic partnership with IzzyOps, an AI-first contact center platform, is central to that: bringing AI into operations in a way that makes agents better at the work rather than merely cheaper to employ.

Innovation and investment is one of the dimensions the PEAK Matrix weighs. It is also, independent of any framework, the thing that will decide which CX providers still matter in five years.

Who earned this

Two of the criteria in the assessment are value delivered and market impact. Both are, underneath the terminology, a record of what our people did.

They are the team leads coaching one more call at the end of a shift. The trainers who rebuilt a curriculum over a weekend because a client changed direction. The workforce analysts who spotted a volume spike before it became a service level breach. The agents who hit a target and then asked how to move it further. The recruiters, IT teams, and quality analysts who make all of it possible.

To every Redialer across Mexico, South Africa, and the Philippines: this assessment is a description of your work. Thank you.

What comes next

We are proud to be on the map. We are not planning to stay where we landed on it.

That means continued investment in our people and our technology, deeper AI capability through our work with IzzyOps, and the same standard on every interaction that put us here. Next year’s assessment is a chance to show movement, and we intend to earn it the way we earned this one.

If you are evaluating CX partners — or rethinking what your support operation should look like in an AI-shaped market — we should talk.

Source: Everest Group (2026). Customer Experience Management (CXM) Services PEAK Matrix^® Assessment 2026. Everest Group does not endorse any vendor, product, or service depicted in its research publications.