CX Excellence - Customer Experience Research

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Improve engagement with our customer experience research

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.

Talent Genius™ CX Edition

Everest Group’s CX Excellence membership includes access to Talent Genius CX Edition, an AI-powered insights platform that is purpose-built to guide CX leaders’ location and workforce decisions. Talent Genius enables organizations to make timely, confident location and talent management decisions with ease while remaining future-ready and competitive.

Learn more about Talent Genius.

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.

"Everest Group's customized benchmarks provided the valuable insights we needed to optimize and strengthen our North American CXM operations and competitive positioning."
- Leading Global IT Enterprise

Our latest thinking

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Blog

Forecasting the Future: Key Trends Reshaping CXM Outsourcing in 2024

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Blog

Leveraging Strategic Partnerships to Unlock the Potential of Gen AI in Customer Experience Management

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The Generative AI Revolution: Transforming Customer Experience Management

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Events

Navigating the CXM Outsourcing Landscape: A Comprehensive Guide for First-time Outsourcers

02 06 2024 The Generative AI Advantage in Enterprise CXM Operations GTP 1200x628
Events

The Generative AI Advantage in Enterprise CXM Operations

1200x628 Creating Accelerated Value in a Dynamic World
Events

Key Issues 2024: Creating Accelerated Value in a Dynamic World

Strategic Considerations for Customer Experience Management Portfolio Rebalancing
Market Insights™

Strategic Considerations for Customer Experience Management Portfolio Rebalancing

Enterprise Strategies to Realize Price Arbitrage Benefits in Customer Experience Management Services
Market Insights™

Enterprise Strategies to Realize Price Arbitrage Benefits in Customer Experience Management Services

Emerging Customer Experience Management Delivery Locations
Market Insights™

Emerging Customer Experience Management Delivery Locations

Video

Design and Prototyping Tools: Driving Collaboration and Consistency

Recent customer experience reports

Provider Snapshot | Capita

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

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Webinar Deck: Navigating the Outsourcing Landscape: A Comprehensive Guide for First-time Outsourcers in Customer Experience Management (CXM)

What are the key considerations when choosing a customer ex[...]

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Risk Radar Newsflash | Israel-Iran Conflict Exacerbates Tension in the Region

On April 13, 2024, Iran launched an unprecedented aerial attack on Israel. Israel’s air defense system and its allies in[...]

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

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"*" indicates required fields

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