CMP Research for Customer Contact Leaders
Empowering Customer Contact Leaders to Navigate the Future of Work.
CMP Research helps customer contact leaders make informed decisions faster amid transformation. We deliver independent quantitative and qualitative research, data-driven analysis, advisory services and executive networking.
Executive Perspectives on Future of the Contact CenterOur Story
CMP Research is the research and advisory arm of Customer Management Practice that powers the world's largest customer contact event series, Customer Contact Week.
Given the rapid transformation in customer contact in recent years, our community needed fast and reliable expert guidance to navigate the future of work and inform business strategies.
CMP Research was built to help executives make better decisions faster through provider-agnostic research, advisory services, data-driven analysis and executive benchmarks. Among other priorities, we help customer contact functions improve agent experience, assess manager competency, benchmark flexibility and performance, transform customer contact career development, and optimize the self-service experience for the post-COVID customer with technology and process improvements.
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2024 - 2025 Customer Contact Executive Priorities
How does your vision for customer contact compare to other executives in the industry? Check out this webinar replay for preliminary benchmarking data on the key challenges and urgent priorities for customer contact, customer service, and CX leaders…
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Self-Service CX: Executive Priorities & Tech Adoptions
According to findings from CMP Research’s latest initiative, customer contact and CX executives cite increasing self-service adoption as a top priority in 2023-2024 given evolving customer preferences and increasing cost pressure on...
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Generative AI in Customer Contact Webinar Replay
Generative AI holds promise for transforming both customer and agent experiences. But how are you peers evaluating these technologies and where are they investing first? Check out this webinar replay to review data in future investment decisions…
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