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

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




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



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



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 Recent CXM Services Reports

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Reimagining the Employee Experience in the Age of Artificial Intelligence

In this era of digital disruption, attracting and retaining customers through enhanced Customer Experience (CX) practices are [...]
See Report

Analytics Business Process Services (BPS) – Service Provider Compendium 2018

The analytics BPS service provider compendium provides accurate, comprehensive, and fact-based snapshots of 16 service pr[...]
See Report

CCO Market Consolidation – More Than Meets the Eye!

Big ticket M&A deals in the contact center space are grabbing the headlines. Closely following the recent news of Teleperformance’s acquisit[...]
See Report

Contact Center Services for the U.S. Market: Location Strategies for the Digital World

The contact center market is evolving rapidly with a shift in focus from customer service to customer experience [...]
See Report