Make the most of each engagement by optimizing your CXM strategy

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

OE BPS CXM

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.

Memberships

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.

Consulting

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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Is Work From Home (WFH) the Future of Work? A Perspective on WFH, Locations, and Delivery Strategy Beyond COVID-19

The COVID-19 crisis has led to a marked shift in how work is carried out. As the coro[...]

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Customer Experience Management (CXM) State of the Market Report on Europe, Middle East, and Africa (EMEA) 2021

The Customer Experience Management (CXM) outsourcing market in Europe, Middle East, and A[...]

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Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2021

Customer Experience Management (CXM) Services in Europe, Middle East, and Africa (EMEA) – Service Provider Compendiu[...]

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Navigating Uncertainties and Building Operational Resiliency: Customer Experience Management (CXM) State of the Market Report 2021

With the COVID-19 pandemic hitting China in late 2019 and the rest of[...]

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