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Majorel Recognized as a Star Performer in Global CXM By Everest Group


Sara Beth Fahey

Majorel Recognized as a Star Performer in Global CXM By Everest Group


Majorel, a leading global next-generation provider of end-to-end CX solutions for digital native and vertical leading brands, has been recognized as a ‘’Star Performer” by research firm Everest Group, in its Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2021 published on 16 July, 2021.

Thomas Mackenbrock, CEO at Majorel said: “We’re delighted to be recognized by Everest Group as a Star Performer – especially only two years after our company was founded. It’s testimony to the hard work and resilience of our more than 60,000 super-talented team members across the world, especially during these challenging times. But we’re also really fortunate to have deep, long-term relationships with many of the world’s best known digital native and vertical brands, together with an extensive ecosystem of best-in-class technology partners. And I’d like to take this moment to thank all of them.”

Everest Group’s Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2021 is an annual global review of CX vendors. It confers the Star Performer title on providers that demonstrate the most significant positive improvement year-on-year on the PEAK Matrix®, in Vision and Capability and Market Impact. In the 2021 report, Majorel is one out of only four providers to be awarded with this status, from a total of 40 companies.

In particular, Clients acknowledged that agility and flexibility, cost efficiency, process improvements, relationship management, low agent turnover and team stability, and robust technology support were the key benefits of partnering with Majorel.

David Rickard, Vice President at Everest Group said: “As a relatively new entrant to the CXM Services PEAK Matrix®, Majorel has demonstrated impressive year-on-year improvement and is already established as a significant force in the global CX market – with a particular focus on EMEA and China. This is why Everest Group has recognized the company with Star Performer status. Moreover, we can see that it has plans for further geographic expansion and a focus on digital CX, to support its continued growth in the future.”

Majorel has maintained significant growth momentum since its formation in January 2019 – adding 6 new countries and more than 12,000 new team members to support increasingly complex client demands. The Group’s reach now extends to locations in 31 countries on 5 continents with more than 60,000 team members speaking 60 languages serving customers in 139 countries.

This includes expansion into China, where the company has a significant footprint at 9 locations, with particular expertise in digital consumer engagement, and further growth in EMEA and the Americas. In 2021, Majorel was recognized as a leader in Content Services, Trust & Safety by Everest Group, and by NelsonHall as a leader in the BFSI sector.


Majorel designs, delivers and differentiates end-to-end Customer Experience (CX) and BPO for some of the world’s most respected brands. It does this by combining talent and technology with deep industry knowledge to deliver total reliability. Majorel is passionate about its clients and its people, exemplified by its company culture: ‘Driven to Go Further’. Its services span the entire customer lifecycle, front-to-back-office, including CX Interaction, BPS solutions, Content Services, Digital Consumer Engagement, CX Consulting and Analytics. Majorel’s global footprint currently comprises 60,000+ employees, 31 countries, 110+ locations (including 17 multilingual hubs and 6 Digital Labs), and 60+ languages supported with super-flexible and agile delivery capabilities including remote/WFH.  For more information about Majorel visit: www.majorel.com