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

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

global services reports and research from Everest Group

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

 

VISIT REPORTS LIBRARY

benchmarking services from Everest Group

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

 

 

LEARN 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

 

LEARN MORE

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

 

LEARN MORE

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

 

LEARN MORE

Recent research from Everest Group Recent CXM Services Reports

View all

Moving from Customer Service to Customer Experience

Customer journey mapping has been helping enterprises enhance their customer experience for a long time now. However, it has recently started gainin[...]
See Report

Customer Experience Management (CXM) Annual Report 2019: Delivering Next-generation Contact Center Services

The Customer Experience Management (CXM) industry is witnessing significant disruption in se[...]
See Report

Contact Center Outsourcing (CCO) – Service Provider Compendium 2019

The Contact Center Outsourcing (CCO) service provider compendium provides accurate, comprehensive, and fact-based snapshots of 25+[...]
See Report

Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

The CXM space is witnessing rapid shift to digitally driven CX, fueled by changing buyer de[...]
See Report