Customer Experience Management (CXM)

Our CXM research (including Contact Center) helps organizations optimize their strategies around digital contact centers, contact center outsourcing (CCO), and evolving CX issues

The latest CXM research, data and analysis from Everest Group
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Our Customer Experience Management (CXM) Coverage

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

Everest Group's fact-based reports

Published Reports

We offer unparalleled depth of coverage in our fact-based and easy-to-digest reports on the customer experience management and contact center outsourcing market. Access to reports and our analysts is available as an annual membership

 

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Everest Group helps you benchmark global services

Benchmarking

Our industry-leading analysis can help you benchmark contact center services – prices for outsourced services, contracts and service levels, global delivery models, and more

 

 

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Selection, sustainability, portfolio balancing and more

Location Optimization

Whether you are seeking to set up a contact center or evaluate your current service delivery footprint of centers, we provide the data and expertise to help you make an informed investment decision

 

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Fact-based intelligence on peer activity

Peer Intelligence

Learning from the experiences and approaches of other organizations can help avoid costly mistakes and uncover new opportunities. Our peer intelligence capabilities help you validate and improve your strategies

 

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Market Opportunity Assessment

The global services market is actually a combination of many smaller markets, which vary by function, geography, and industry. Service providers looking for opportunities to grow their business by entering new markets, use our datasets and expertise to provide the fact-base and insights to make informed investment decisions

 

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Recent-Research Recent CXM Services Reports

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Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

The global CCO market picked up pace and grew at ~4% to reach US$81-83 billion in 2017. Whi[...]
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Analytics Business Process Services (BPS) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

Next-generation technologies, such as Internet of Things (IoT), Artificial Intelli[...]
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Analytics Business Process Services (BPS) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018 Executive Summary

Everest Group's fact-based PEAK Matrix™ assessment is the [...]
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Role of Artificial Intelligence (AI) and Cognitive Solutions in Delivering Customer Experience of the Future

Artificial Intelligence (AI) is gaining significant importance in driving end-to-end proces[...]
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