NORRISTOWN, PA — ResultsCX was named a Leader in Everest Group’s Healthcare CXM Intelligent Operations PEAK Matrix Assessment 2026 as healthcare providers and insurers increase spending on AI-enabled customer service operations aimed at reducing administrative pressure and improving patient engagement.
The Everest Group ranking evaluated customer experience management providers serving healthcare organizations facing rising regulatory demands, staffing pressures, and higher patient service expectations.
ResultsCX said the recognition reflects its position in healthcare-focused customer experience operations, including work with payer organizations and an expanding provider client base.
Everest Group cited the company’s investments in analytics, conversational AI, real-time agent assistance, and AI-driven workforce training as factors supporting the ranking.
“As healthcare CXM evolves toward outcome-driven, technology-enabled operations, service providers must demonstrate the ability to integrate domain expertise with scalable digital capabilities,” Lloyd Fernandes, practice director at Everest Group, said in a statement.
The firm also highlighted ResultsCX’s proprietary SupportPredict and SupportPredict GENius platforms, which the company uses to support customer service analytics and operational automation.
Healthcare organizations have increasingly adopted AI-enabled customer engagement tools as insurers, hospital systems, and care providers face mounting operational costs and pressure to improve patient and member experiences while managing compliance requirements.
ResultsCX Chief Executive Officer Gautam Thakkar said healthcare clients are seeking partners capable of combining operational scale with sector-specific expertise rather than deploying AI tools without clinical or regulatory context.
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