Customer Experience Management

Lead the future of customer experience with our expert guidance

We empower customer experience (CX) leaders to enhance business value by refining their Customer Experience Management (CXM) strategies. Our comprehensive research, data, and analysis focus on the evolving needs of digital contact centers, contact center outsourcing (CCO), and emerging CX issues across various industries and regions.

Unlock the value of industry-leading customer experience insights

Data-Driven Insights

Gain access to cutting-edge research and analytics that help you make informed decisions for your CX strategy.
Proven Expertise

Benefit from years of experience in contact center outsourcing and CX management to elevate your customer interactions.
Customized Solutions

Tailored recommendations and strategies to meet your unique business needs and deliver measurable CX improvements.

Customer experience management research: common CXM inquiries

Insights into customer experience management market size and adoption trends
1. What is the current state of the customer experience management market, and which geographies, industries, or processes are driving growth?
2. What are the key changing market trends, and how are service providers creating solutions in response to these changes?
Details and guidance on service providers around the globe
1. How is the service provider landscape evolving, and which strategies are being adopted across segments?
2. What are the dynamics of the customer experience management market in areas around the world, and who are the strongest CXM providers?
Best practices on rapidly evolving customer experience themes
1. What is the demand for digital CXM solutions, and which industries and geographies are witnessing the highest adoption?
2. We are hearing a lot about the usage of Robotic Process Automation (RPA) in CXM. How is it being leveraged to deliver value to enterprises?

Who is CXM research for?

Our CXM research is designed for business leaders, CX professionals, and decision-makers seeking to enhance customer engagement, streamline contact center operations, and adopt cutting-edge technologies. Whether you’re navigating outsourcing decisions or optimizing in-house strategies, our insights empower you to deliver exceptional customer experiences and drive measurable results.

Ready to transform your CXM strategy with Everest Group?

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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.

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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.

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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 capitalize on an opportunity – we have your back.

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Why do clients choose Everest Group?

"[Everest Group’s] ability to synthesize input from a variety of sources – or even people with different backgrounds and motivations – is really quite extraordinary."
CIO
Leading global mining company

"The help was extremely timely and the quality we were looking for – this is what delights us and helps Everest Group to be a trusted partner."
Executive, Market Development & Insight
Global service provider

"Is it too forward to tell you that after only a quick skim of this information, I want to cry tears of joy? Others told us they couldn’t get the information and to go away – this is incredibly valuable information to use with our executives."
VP of Market Intelligence and Insights
Technology company

Our CXM Services experts

Partner

Partner

Practice Director

Practice Director

Vice President

Customer experience management research: case studies

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:

Conducting a pricing analytics assessment in leading nearshore delivery locations
Offering a comparison of pricing models in the healthcare industry
Guiding the client through typical commercial contracting terms and conditions within healthcare CCO outsourcing contracts

Everest Group ultimately uncovered the best rates and strategy forward for the client.

The largest cab-aggregator company in the India market engaged Everest Group to identify a strategy to lower the overall cost of its contact center operations. To carry this out, Everest Group designed a business case identifying the cost benefits of outsourcing over the next three years, providing the client with a clear view of the market, optimum vendor and location strategies, and a cost analysis to target the best approach forward.

With Everest Group’s guidance, the company was able to identify the most optimum outsourcing strategy to maximize cost savings without impacting its quality of services.

Join the conversation on customer experience

Engage with industry experts through webinars, workshops, and events designed to help you navigate CXM challenges, improve customer loyalty, optimize operations, and reduce costs.

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