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


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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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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Customer Experience Management (CXM) – Service Provider Landscape in EMEA with Services PEAK Matrix® Assessment 2020

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

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Customer Experience Management (CXM) – Service Provider Compendium 2020

The Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snap[...]

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Driving Design Thinking-led Digital Transformation in Customer Experience (CX)

Customer Experience (CX), which was earlier used to create differentiation, has now become a hygiene factor in a rapidly [...]

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