Majorel named by Everest Group as a ‘Leader’ in Customer Experience Management in EMEA

Luxembourg, 30th September, 2020 – Majorel, a leading customer experience (CX) and BPO provider for some of the world’s most respected brands, today announces that it has been named by Everest Group as a Leader in its report “Customer Experience Management (CXM) in EMEA – Services PEAK Matrix® Assessment 2020”.

Everest Group highlighted Majorel’s strong delivery footprint, multi-lingual hub network and investments in digital solutions, making it well-placed to meet diverse client demand in the EMEA region. Clients in particular mentioned Majorel’s proactive management, strong operational capabilities, and consistent high quality of service delivery as its key strengths.

Thomas Mackenbrock, CEO at Majorel said: “We are delighted to be named as a Leader by Everest Group. It recognizes our ability to consistently deliver excellent CXM across EMEA with our presence in 22 countries. It also underlines why so many digital-led clients invest in long-term relationships with us. These businesses are at the forefront of driving the ‘new normal’ and we’re proud to be playing such an essential role in supporting their customers.”

“Majorel leveraged synergies from the merger of the CRM divisions of Bertelsmann and Saham Group to emerge as a leader in the EMEA CXM marketplace,” said Skand Bhargava, Vice President, Everest Group. “With a strong delivery presence in the offshore, nearshore and onshore regions in EMEA – including multi-lingual hubs – and investments in digital technologies such as analytics, omnichannel, and customer acquisition platforms, Majorel is well positioned to meet demand for digital CX and diverse language and cultural requirements from clients in the region.”

Majorel has shown particular flexibility and agility during the Coronavirus pandemic, with the majority of its 53,000+ people working safely from home. Its Work at Home (WAH) technology platform is an integral part of the company’s portfolio and allows Majorel to offer flexible hybrid delivery solutions for its 500+ clients worldwide, to meet the needs of their customers during the ongoing pandemic.

Everest Group’s “Customer Experience Management (CXM) in EMEA – Services PEAK Matrix® Assessment 2020” evaluated 21 vendors, rating them on a comprehensive set of quantitative and qualitative criteria, including client feedback. The key factors considered in the definitive assessment are Market Impact (market adoption, portfolio mix and value delivered) and Vision and Capability (vision and strategy; scope of services delivered; innovation and investments; and delivery footprint). Vendors assessed were then sorted into categories based on their results, being labelled Leaders, Major Contenders and Aspirants.

Strong growth – focus on digital-led industries and rapid pivot to remote

In addition to recognition by Everest Group, 2020 has already been an important year for Majorel – especially since the company was only launched in January 2019 – with significant growth in terms of its global delivery footprint and capabilities:

“During 2020, in addition to shifting the majority of our 53,000+ people around the world to work safely from home, we’ve also grown significantly – 5,000+ new colleagues, new delivery centers in the US and EMEA, and we’ve acquired ISILIS, a BFSI digital services provider in France” said Thomas Mackenbrock. “Since Majorel launched, in 2019, our focus has been on digital-led verticals, particularly High Tech/Internet and BFSI, which are proving to be so essential during the Coronavirus pandemic. These sectors now represent more than half of our global revenues.””

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