Everest Group’s Customer Experience Management Research program provides ongoing coverage of the delivery requirements for contact center outsourcing (CCO) and customer experience management (CXM) services.
We help those responsible for CX deliver greater business value through CXM strategy optimization. With a focus on evolving requirements and engagement models, our customer experience management solutions research, data, and analysis cover digital contact centers, contact center outsourcing (CCO), and evolving CX issues and thought leadership spanning all geographies and industries.
A leading global life insurance provider needed to optimize its current contact center outsourcing (CCO) vendor portfolio for strategic cost benefits. Everest Group delivered a supply-side perspective to assess the CCO market in the geographies the client had operations in and an internal assessment of the client’s current CCO portfolio. With this analysis, the client could shortlist specific service providers for cost savings without losing value.
A prominent health care company in the Blue Cross and Blue Shield Association needed a better understanding of the pricing structures and SLA stringency levels in the healthcare contact center outsourcing (CCO) market.
Everest Group helped the client by:
Everest Group ultimately uncovered the best rates and strategy forward for the client.
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.
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.
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.