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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Beyond Automation: How Conversational Artificial Intelligence (AI) Chatbots Enhance Customer Engagement

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Bringing the Vision of Unified Customer Experience (CX) to Fruition: Shining a Spotlight on Sprinklr

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5 Process Innovation Predictions for 2025

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Mapping the Next: Key Priorities for 2025

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The Year in Review for CXM: Market Developments and the Outlook for 2025

Digital Experience Platforms
Market Insights™

Digital Experience Platforms

Generative AI Deployment Trends in Customer Experience
Market Insights™

Generative AI Deployment Trends in Customer Experience

Gen AI Deployment’s Impact on CX
Market Insights™

Gen AI Deployment’s Impact on CX

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Design and Prototyping Tools: Driving Collaboration and Consistency

Recent customer experience reports

Customer Experience Management (CXM) in EMEA - Provider Compendium 2024

Customer Experience Management (CXM) in EMEA – Provider Compendium 2024 provides detailed and fact-based snapshots of 39 CXM [...]

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Provider Snapshot | Virtusa

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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Provider Snapshot | Globant

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

Read Report

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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.
This field is for validation purposes and should be left unchanged.