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

OE BPS CXM

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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Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Compendium 2021

The Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Compendium 2[...]

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Webinar Deck: How to Attain Value from the Next Generation of Business Process Services, BPS 4.0

On February 18, Everest Group hosted a webinar titled, "How to Attain Value from the Next Generati[...]

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Business Process Services (BPS) 4.0: Heralding the Start of a New Era

Like most industries around the world, BPS was hit hard by the COVID-19 crisis at the start of 2020. The industry’s initial resp[...]

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Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2021

The COVID-19 pandemic significantly hit customer experience am[...]

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