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.


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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Conversing with AI – Intelligent Virtual Agents (IVA) State of the Market Report 2020

The global Intelligent Virtual Agent (IVA) market stood at US$300 million-US$350 million in 2019, exhibiting abo[...]

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

The economic uncertainty created by COVID-19 has increased the focus on digital Customer[...]

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Randstad US and AMN Healthcare Announce Strategic Partnership – Game Changer for Talent Acquisition in the US Healthcare Industry?

On April 23, 2020, Randstad US and AMN Healthcare announced a strat[...]

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Webinar Deck: How to Flatten Your Cost Curve and Ramp Up Operational Agility

On June 18, Everest Group hosted a webinar titled, "How to Flatten Your Cost Curve and Ramp Up Operational Agility.&qu[...]

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