IntouchCX Ranked as Leader in NelsonHall CX Services Transformation NEAT Matrix 2024

Image of the NelsonHall NEAR Leader 2024 logo

Winnipeg, MB – March 21, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader in Customer Experience (CX) Services Transformation in the NelsonHall 2024 Vendor Evaluation & Assessment Tool (NEAT) report.

This is the first time IntouchCX has participated in the NelsonHall NEAT assessment. The report evaluates companies in their ability to deliver immediate benefit and meet client future requirements in CX transformation services, best overall performance, and those with specific capabilities in CX.

“Immersion is key to partnering with our clients to develop roadmaps and solutions that truly provide long-term value,” said Mitul Kotecha, Co-CEO at IntouchCX. “Our 360 degree perspective, which includes both creating proprietary technology and leveraging tech partnerships, allows us to bring people, automation and AI together and deliver exceptional customer experience.”

NelsonHall defines Leaders as companies who exhibit a high capability to deliver immediate CX capabilities and meet future client requirements, relative to their peers. IntouchCX was recognized as leaders in all four categories assessed: Overall Performance, CX improvement, cost optimization, and revenue generation. 

“CX innovation has become a core need for enterprises to achieve further performance improvements and ultimately market differentiation,” said Ivan Kotzev, Lead CX Services Analyst at NelsonHall. “IntouchCX is answering this client expectation with a strong innovation framework, including democratized, bottom-up ideation, dedicated technology practice, and an ecosystem of partners across employee well-being, trust and safety, and AI development.”

In the report, NelsonHall outlines IntouchCX’s strengths as:

  • Strong innovation framework with an ecosystem of partners across the areas of employee well-being, trust and safety, and AI development
  • Robust democratized CX innovation with a framework and dedicated implementation map via business strategic sprints
  • Advanced agent augmentation platform with implementations of agent assist, copilots, and automation across verticals and use cases
  • Strong trust and safety practice with scale, specialized services, and sizable client portfolio
  • Strong diverse client portfolio in high-growth verticals (including gaming, health tech and shared economy) in various lifecycle stages, from disruptive startups to scaled operations.

“We strive to be the partner of choice in our industry by enhancing the CX journey through our innovation framework, strategic solutions, proprietary automation and technology partnerships,” said Shane Kozlowich, Co-CEO at IntouchCX. “To be recognized again as a leader in delivering best in class CX reinforces our continued path to success.”

NelsonHall’s scoring of CX vendors is based on a combination of analyst assessment, principally around measurements of the ability to deliver immediate benefit; and feedback from interviewing of vendor clients, principally in support of measurements of levels of partnership and ability to meet future client requirements.

This is the second matrices IntouchCX has been included on. In 2023, The Company was named a Major Contender in Everest Group’s Americas PEAK Matrix Assessment.

To visit the full NelsonHall CX Services Transformation NEAT Matrix 2024, click here.

About NelsonHall

NelsonHall is the leading global analyst firm dedicated to helping organizations understand the “art of the possible” in digital operations transformation. With analysts in the U.S., U.K., Continental Europe, and Asia, NelsonHall provides buy-side organizations with detailed, critical information on markets and vendors (including NEAT assessments) that helps them make fast and highly informed sourcing decisions. And for vendors, NelsonHall provides deep knowledge of market dynamics and user requirements to help them hone their go-to-market strategies. NelsonHall’s research is based on rigorous, all-original research, and is widely respected for the quality, depth, and insight of its analysis.

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us, visit