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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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Leveraging Strategic Partnerships to Unlock the Potential of Gen AI in Customer Experience Management

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The Generative AI Revolution: Transforming Customer Experience Management

Customer Experience
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Elevating Customer Experience through Data-driven Excellence

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Events

The Generative AI Advantage in Enterprise CXM Operations

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Key Issues 2024: Creating Accelerated Value in a Dynamic World

1200x628 Global CXM Outsourcing Landscape GET THE PRESENTATION
Events

2023 Global CXM Outsourcing Landscape: Key Players, Emerging Trends, and Future Opportunities

Customer Experience Operational and Business Analytics
Market Insights™

Customer Experience Operational and Business Analytics

Prevailing CX Data and Analytics and Artificial Intelligence Operating Structures
Market Insights™

Prevailing CX Data and Analytics and Artificial Intelligence Operating Structures

Key Foundational Capabilities for Effective CX Data and Analytics and Artificial Intellige
Market Insights™

Key Foundational Capabilities for Effective CX Data and Analytics and Artificial Intelligence

Recent customer experience reports

Generative AI in CXM: Assessing Enterprise Readiness for this Disruptive Transformation

With the emergence of generative AI models, enterprises are increasingly investing in this technology. Organizat[...]

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Talent Demand Trends | India IT Services – H2 2023

In today’s dynamic talent market, where competition is fierce, organizations must actively monitor key roles and skills, identifying both in-dema[...]

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Webinar Deck: Impact Sourcing: Empowering Communities, Transforming Business, and Creating Long-term Impact

With the talent demand-supply gap continuing to persist globally, providers and enterprises [...]

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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.