Customer Experience
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Everest Group Customer Experience Management (CXM) Services PEAK Matrix Assessment 2023
Discover why analysts and buyers have named TELUS International a “leader” for the fifth consecutive year in Everest Group’s Americas PEAK Matrix® assessment.
- CX Metrics
How to set CX metrics goals
Gain an understanding of the challenges faced by customer experience (CX) leaders in setting goals for their metrics — and effective techniques to persevere.
- Outsourcing Partnerships
Executive survey results: CX outsourcing in 2023
Delve into new insights about customer experience outsourcing from a survey of 712 enterprise executives with strategic decision-making authority.
- Outsourcing Partnerships
Everest Group 2022 PEAK Matrix for CXM Service Provider in EMEA
Uncover why analysts and buyers have named TELUS International a ‘Star Performer’ and ‘Major Contender’ in Everest Group’s 2022 Everest Group’s EMEA PEAK Matrix® Assessment for CXM Services.
- Outsourcing Partnerships
Everest Group PEAK Matrix for CXM Services in the Americas 2022
Discover why analysts and buyers have named TELUS International a “leader” for the fourth consecutive year in Everest Group’s Americas PEAK Matrix® assessment.
- Outsourcing Partnerships
Executive survey results: CX outsourcing in 2022
Explore insights into customer experience outsourcing in 2022 from a survey of executives with strategic decision-making authority.
- Outsourcing Partnerships
IDC MarketScape: Worldwide digital customer care services 2021-2022 vendor assessment
Learn about industry and market trends in digital customer care, and find out what IDC suggests buyer organizations consider when evaluating providers.
- CX Trends
Survey: Customer experience (CX) priorities in a post-pandemic world
The pandemic has shifted and shaped how Americans interact with one another, work, shop, bank, maintain their health and entertain themselves. This report highlights the rise of digital consumer behavior during the pandemic and the implications for brands delivering customer experience in the “next normal”.
- Support Channels
Comparing costs: Chat vs. voice customer service
Understand the economics of chat. This paper explores the financial benefits – and if a real cost advantage actually exists.
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