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

Customer Experience Management CXM Contact Center Outsourcing 1

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.

Our CXM services experts

Recent CXM Services reports

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Customer Experience as a Service (CXaaS): Winning in the Experience Economy

In recent years, customer expectations related to service and support have been increasing, and enterprises are striving to [...]

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Delivering Superior Experiences: How Positive Agent Experience Amplifies Customer Experience

As organizations transition to a post-pandemic world, they are leveraging superior customer experience as a[...]

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Webinar Deck: There’s No Better Time than Now to Accelerate Digital Adoption in CXM

On May 6, Everest Group hosted a webinar titled, "There’s No Better Time than Now to Accelerate Digital Ado[...]

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Building a Conversationally Intelligent and Automated Contact Center of the Future

Following the global COVID-19 crisis, enterprises are significantly accelerating their digital Customer Experience (C[...]

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