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



benchmarking services from Everest Group


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



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



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



Recent research from Everest Group Recent CXM Services Reports

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Conversing with AI – Intelligent Virtual Agents (IVA) Market Report 2019

Intelligent Virtual Agents (IVAs) are Artificial Intelligence (AI) powered conversational bots that have potential to offer h[...]
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Webinar Deck: Effectively Leveraging Outsourcing Relationships to Drive Better Customer Experience

On November 15, Everest Group hosted a 60-minute webinar titled, Are You Effectively Leveraging Prov[...]
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Decoding Digital Customer Experience Management

The importance of customer experience in a highly competitive market is forcing enterprises to relook at the way they have been running their contact ce[...]
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Contact Center Outsourcing Annual Report 2018: Transforming Customer Experience Through a Digital-First Approach

Contact centers are transforming to adopt a digital-first approach, as many enterprises[...]
See Report