Movate has been positioned as a Leader in NelsonHall’s “CX Services Transformation 2025” NEAT Evaluation.
Movate was recognized across all 4 evaluated segments:
- Overall capabilities
- CX Improvement Capability
- Revenue Generation
- Cost Optimization
The NelsonHall study evaluates providers on two critical dimensions: their ability to deliver immediate benefit and the ability to meet future client requirements. Movate performed strongly on both axes, demonstrating our capability to drive near-term CX impact while being exceptionally well-positioned to support clients’ evolving CX, AI, and digital transformation needs.
Movate secured leadership rankings alongside other competing service providers and outranked major competitors as well.
Movate’s strengths recognized in the evaluation report include:
- Dedicated AI development and adoption practice with resources, frameworks, and IP
- Robust CX transformation suite of conversational AI, GenAI, and agentic AI assets with a portfolio of implementations
- Focused ‘revenue generation’ offerings with experience across its key sectors
- Flexible delivery model incorporating traditional and gig workforce with live deployments in support processes
- Active investments in data services, analytics resources, and partner network
This recognition underscores Movate’s strategy of blending AI-first transformation, flexible delivery, and deep engineering DNA to help brands modernize customer experience with agility and measurable outcomes.
A Broad and Modern CX Portfolio Backed by Engineering Strength
NelsonHall highlights Movate’s comprehensive CX portfolio, spanning customer care, product and technical support, acquisition and retention, trust and safety, content moderation, and advanced revenue-acceleration services under its SalesEdge suite (page 3).
Beyond traditional CX, Movate brings engineering capabilities across:
- Omnichannel design and automation
- Conversational interfaces, smart IVRs, multi-intent routing
- Self-service enablement and CCaaS integration
- AI-powered insights, predictive analytics, and analytics-as-a-service
This full-stack capability gives Movate an edge in solving complex, tech-heavy customer journeys, especially across SaaS, fintech, consumer electronics, gaming, telecom, and automotive sectors.
Riding the W(AI)VE™ of AI-Led Transformation
A standout theme in the report is Movate’s aggressive focus on AI-driven CX transformation. The company’s W(AI)VE strategy (page 4) embodies:
- Embedded AI innovation across customer journeys
- Hyperpersonalization through GenAI and agentic AI
- Automated contact center operations enabled by Movate Edison
- Outcome-based, KPI-driven transformation
Movate’s dedicated AI subsidiary further accelerates enterprise AI adoption, offering proprietary tools such as the Universal Bot, Agent Assist, and iResolve (page 4). Movate’s AI assets help brands deploy automation at scale, reduce operational friction, and elevate both customer and agent experiences
Outcome-Based and Value-Centric Commercial Models
The report notes that Movate is strongly aligned to the market shift toward outcome-based CX models (page 6).
Through shared-risk pricing and per-resolution models, Movate enables clients to link transformation investments directly to measurable ROI, whether boosting CSAT, reducing cost-to-serve, or accelerating revenue.
This positions Movate as a partner focused not just on operations, but on business value creation.
Flexible, Borderless Delivery with Gig-Powered Scale
Movate’s global, hybrid delivery model is another strength recognized by NelsonHall. With ~12,000 CX employees across 21 sites and a rapidly scaling gig workforce of ~10,000 users in 60 countries (page 3), Movate offers:
- Cost-efficient multilingual CX
- Rapid scalability for specialized queues
- Micro-scheduling to manage spikes and seasonal shifts
Movate OnDemand, the gig platform, continues to expand with new voice support capabilities and specialized LOB-focused micro-teams (page 5). This flexibility aligns with the CX market’s growing demand for distributed talent pools, reduced location dependency, and elasticity.
Innovation Fueled by Deep Tech Partnerships
NelsonHall emphasizes Movate’s evolving partner ecosystem, which now includes Salesforce, Microsoft, AWS, Google, NICE, Databricks, Sanas, and others (pages 4–5).
Partnerships enable Movate to deliver:
- Multi-model, multi-modal AI deployment
- Advanced machine translation and accent-neutralization
- Strengthened data engineering and analytics capabilities
- Faster go-to-market and co-innovation
This open, tech-agnostic approach supports enterprises looking to modernize without vendor lock-in.
Outlook: Riding the Next W(AI)VE™ of CX
NelsonHall’s outlook section notes that Movate is well-positioned to benefit from key market shifts such as (page 6):
- Increased AI infusion into products requiring deeper technical support
- Rapid growth in revenue-generation and trust-and-safety services
- Higher complexity in customer interactions across industries
- Rising adoption of gig-enabled delivery
- Strong demand for B2B and specialized support models
Movate’s focus on AI-driven talent management: covering AI recruitment, simulation training, skill-building, and persona-driven hiring. These focus areas strengthen readiness for next-gen CX in 2026 and beyond.
NelsonHall’s 2025 NEAT positioning validates Movate as a Leader in the global CX services transformation landscape. With its AI-first strategy, outcome-linked engagement models, flexible delivery, gig-enabled scale, and deep tech ecosystem, Movate is architecting the future of customer experience, where AI and humans collaborate seamlessly to deliver exceptional value.
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Related information
Check out our LinkedIn post: https://www.linkedin.com/posts/movate_movate-nelsonhall-cxtransformation-activity-7401273687343288320-05BI?utm_source=share&utm_medium=member_desktop&rcm=ACoAAAL54TYBAfLv82zRX-lV1WiPk4vmtFx9NSg