Insights

New-to-role customer contact and CX executives are looking to accelerate the time required to add value to their new enterprises. As functional leaders, it is critical for customer contact and CX executives to learn existing processes, methods and challenges at their new organizations before...

CMP Research advises solution providers on go-to-market strategies, product transformations, ideation, and customer mindset with custom benchmarking reports, research studies and unlimited advisory support.

An annual survey of global customer contact and CX leaders identified top challenges and priorities in 2024 and ahead to 2025. As budgeting and strategic planning for 2025 begins, it is critical for leaders to compare their priority list with peers...

What is the difference between generative and conversational AI? Why does it matter? How are my peers using generative AI to improve self-service? These and more questions will be answered in this webinar replay.

Discover key takeaways, explore fellow executives’ perspectives, and find solutions to the top challenges in the following areas of the customer contact industry: executive priorities, people management, customer journey experience, digital transformation and generative AI...

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 in the next two years.

Factors like customer preferences and customer tool adoption related to the customer experience can vary from industry to industry, which is why we put together this whitepaper, exclusively for the financial services sector.

With the complexities that come along with the financial services industry, it’s not a surprise that the customer contact employee experience looks different. This playbook unpacks unique insights into the financial services industry and reveals key findings to improve customer contact EX.

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, select investment criteria and more.

Self-service experiences are in increasing demand from more self-sufficient and like-minded customers. But these can be challenging to deliver without a clear lens into when and why customers would rather self-serve. Join this webinar from CMP Research for key research findings...