(MENAFN- Frost & Sullivan) Frost RadarTM Reveals Leading Innovators and Growth Champions in Customer Experience Platforms Across EMEA

Frost & Sullivan's latest benchmarking analysis highlights companies redefining digital engagement through AI-driven and cloud-enabled customer experience solutions

LONDON, 14 October 2025 – As enterprises across Europe, the Middle East, and Africa (EMEA) accelerate their digital transformation, demand for advanced customer experience platforms (CXPs) is surging. Amid geopolitical uncertainty, evolving data sovereignty regulations, and rapid advances in artificial intelligence, organisations are rethinking customer engagement models to deliver seamless, omnichannel experiences.

Frost & Sullivan expects the EMEA CXP market, worth $2.6 billion in 2024 , to approach $3 billion by 2025 , fuelled by enterprise adoption of cloud and hybrid CX architectures. The United Kingdom and Ireland, Benelux, Spain/Portugal, and DACH are leading growth, while the Middle East and Africa are emerging as strategic expansion regions, supported by sovereign cloud investments and digital-first government initiatives.

Artificial intelligence has become the cornerstone of competitive differentiation. Leading providers are embedding agentic AI, virtual assistants, copilot tools, and predictive analytics into CX workflows, transforming service automation and personalisation. With the EU AI Act coming into effect from 2025, compliance, governance, and data security are now critical strategic priorities.

The Frost RadarTM: EMEA Customer Experience Platforms, 2025 benchmarks 21 companies demonstrating exceptional innovation and growth. Frost RadarTM Growth and Innovation Leaders include: 8×8, Avaya, Amazon Web Services (AWS), Cisco, Content Guru, Diabolocom, Enghouse Interactive, Enreach, Five9, Genesys, Inconcert, Leaddesk, Mitel, NiCE, Odigo, Puzzel, Sprinklr, Talkdesk, Verint, Vonage, Worldline.

Top performers combine strong go-to-market execution, local market insight, and technology investment to address regional regulatory and cultural requirements. These companies excel in delivering scalable cloud platforms, modular AI capabilities, and ecosystem-driven growth strategies.

Genesys and NiCE lead the market with their AI-powered orchestration platforms and growing sovereign cloud infrastructure, while Puzzel and Content Guru stand out for innovation, compliance, and customer-centricity efforts.

As competition intensifies, success in EMEA will depend on the ability to localise CX strategies , integrate with sovereign cloud frameworks , and balance automation with human empathy .

According to Bernardin Arnason , Industry Director at Frost & Sullivan,“Enterprises are entering the era of agentic customer experience, where platforms must not only serve but anticipate needs – blending AI intelligence, compliance, and cultural context to deliver measurable value.”

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Editor's Note

To arrange an interview or for any questions, please contact:

Kristina Menzefricke
Marketing & Communications
Global Customer Experience, Frost & Sullivan
[email protected]

About Kristina Menzefricke

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