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

View All
Customer Experience Management (CXM) in EMEA – PEAK Matrix® Assessment with Service Provider Landscape 2021

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

Read on

Demystifying Contact Center-as-a-Service (CCaaS): Customer Experience Management (CXM) Market Report 2021

In the past two decades, the application of cloud-based systems has evolved rapidly, driving m[...]

Read on

Conversational AI – Technology Vendor Landscape with Products PEAK Matrix® Assessment 2021

Conversational AI is an ecosystem of advanced technologies and solutions that work in an integrated fashio[...]

Read on

Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2021

Following the COVID-19 pandemic, Customer Experience Management (CXM) outsourcing has in[...]

Read on

How can we engage?

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

Contact Us

  • Please review our Privacy Notice and check the box below to consent to the use of Personal Data that you provide.