Make the most of each engagement by optimizing your CXM strategy

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Deepen loyalty and grow relationships through customer experience management (CXM)

We help CX managers deliver greater business value through CXM strategy optimization. With a focus on evolving requirements and engagement models, our CXM research, data, and analysis cover digital contact centers, contact center outsourcing (CCO), and evolving CX issues and thought leadership spanning all geographies and industries.

Customer interaction process map

Our data and analysis of customer experience management services spans all geographies and industries – with a focus on the evolving requirements for digital contact centers and new engagement models in the outsourcing space.

Our continuum of services

Published Research

Build a case, substantiate, and validate.
Companies across industries rely on our high-value reports informed by industry-leading analytics and analysts to guide their strategies.


Our member clients benefit from a combination of published research, data sets, assessments, insights, and analyst inquiries. Through this access, our clients become some of the most sophisticated leaders in the world.

Custom Decision Support

Move forward with clear action.
When you need a light-touch engagement designed to give you insights to solve your problem or capitilize on an opportunity – we have your back.


You need to transform your service delivery to drive broad adoption and create sustainable value – we're the organization to help you on that journey.

Our CXM services experts

Recent CXM Services reports

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Intelligent Virtual Agents (IVA) – Technology Vendor Compendium 2020

Intelligent Virtual Agent (IVA) solutions are a key enabler of automation in the front office, with their popularity driven by in[...]

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Webinar Deck: Corporate Resilience: Practical Approaches and New Management Mindsets

On April 30, Everest Group moderated a webinar titled, "Webinar Deck: Corporate Resilience: Practical Approach[...]

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Intelligent Virtual Agents – Technology Vendor Landscape with Products PEAK Matrix® Assessment 2020

Intelligent Virtual Agent (IVA) solutions are a key enabler of automation in the front-office, wi[...]

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Impact of Recession on the Business Process Services (BPS) Industry

There is sufficent evidence to suggest that the global economy is on a path toward recession, especially given the COVID-19 outbreak[...]

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