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.

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

There is enough evidence to suggest that the global economy may be on a path toward recession, especially due to factors such as geo[...]

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Webinar Deck: Coronavirus – Beyond Hand Sanitizer: Mitigating Business Impact and Uncovering the Positive

On March 24, Everest Group hosted a webinar titled, "Coronavirus – Beyond Hand Saniti[...]

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Orchestrating Successful WAHA-based Delivery

Generational shifts have been occurring in labor pools and workplace culture for some time now. The new workforce, dominated by Gen Z and millennials, is c[...]

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Achieving High Value through a Total Cost of Operations (TCO) Pricing Model

Traditionally, a key objective for enterprises was to achieve significant cost efficiencies by partnering with service provi[...]

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Please let us know how we can help you on your journey.
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