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CX Excellence: Customer Experience Research

The COVID-19 pandemic and industry drivers, such as the increasing preference for digital engagement and consumerism, have shifted enterprises’ investment priorities to improving customer experience (CX) and engagement.

With a focus on evolving requirements and engagement models, our CX Excellence program provides ongoing coverage of the CX market. Our customer experience research, including customer experience delivery and CXM strategy, helps you stay ahead of future CX requirements and improves your customer experience decision-making.

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Customer experience research coverage

Our CX Excellence membership offers complete coverage and deep industry context, addressing key aspects of customer experience research, including customer experience delivery and CXM strategy.

Members gain unlimited access for customer experience and customer service leaders, as well as other CX-related roles in their business, regardless of location.

Customer experience research: new insights

Improving customer experience

Companies have experimented with moving to digital operating models and building digital platforms to drive competitive advantages in managing operations, especially in improving the customer experience and employee experience.

Customer experience management in Brazil

Everest Group’s CXM in Brazil: Top 15 Providers 2022 report lists the 15 largest CXM providers (including contact center outsourcing) in Brazil based on the size of their operational workforce in Brazilian delivery centers.

 

Want to learn more about our customer experience research? Contact us

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Included in your membership

Pinnacle Model®

Compare talent strategies and benchmark against peers to maximize your enterprise's impact.

State of the Market reports

Analysis and thought leadership on market growth, trends, emerging solution models, and service provider developments.

Analyst inquiry and data cuts

Gain access to leading experts for clarification, discussion, and debate​, as well as information and data extracts from our published research databases​.

How we're different

Industry specialization

Research that embraces a business-first (versus a technology-first) approach to examining IT-led business transformation.

Holistic coverage

Advice that goes beyond technology decisions, tackling the more complex aspects of transformation through practical insights. 

High-touch engagement

A model that encourages clients to interact with analysts and experts through in-person interactions and unlimited analyst inquiry.

Our latest thinking

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Blog

The Rising Role of Customer Data Platforms in Data-driven Personalization

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Blog

Two Success Factors For Platforms To Improve Customer And Employee Experience

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Blog

CXM Market’s Dream Run – What’s Driving It and Will It Last?

Strategies for Customer Experience
Events

Strategies for Customer Experience (CX) Success in an Uncertain World

Economic Uncertainty
Events

Key Issues for 2023: Rise Above Economic Uncertainty and Succeed

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Webinars

How Can Your Data Analytics Improve Your Customer Experience?

Drivers of Global Services Delivery Growth in India
Market Insights™

Drivers of Global Services Delivery Growth in India

Top Global CXM Providers
Market Insights™

Top Global CXM Providers

Customer Experience is a Top Business Priority for Life Sciences Enterprises
Market Insights™

Customer Experience is a Top Business Priority for Life Sciences Enterprises

Recent customer experience reports

Location Spotlight – Fukuoka, Japan

Everest Group’s Location Spotlight reports providing a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by [...]

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Location Spotlight – Greece

Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by country an[...]

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Provider Snapshot | Coforge Limited

This Snapshot is available only to Outsourcing Excellence and CX Excellence members. For information on membership, please contact us The global services market [...]

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Please let us know how we can help you on your journey.
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Request a briefing with our experts to discuss the 2022 key issues presented in our 12 days of insights.

Request a briefing with our experts to discuss our 2022 key issues

How can we engage?

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

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