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CX Outsourcing Pinnacle Survey 2018

Smart utilization of a Contact Center Outsourcing (CCO) model can accelerate the path to achieving industry-leading digital Customer Experiences (CX). Everest Group, a leading consulting and research firm, has designed this survey to gain an understanding of how best-of-the-breed enterprises have partnered with their CCO service provider(s) to build exceptional CX capabilities and derive strategic business outcomes.

We will assess organizations’ CX outsourcing strategy on our proprietary Pinnacle Model™ to see what best-of-the breed enterprises are doing differently – how have they built and orchestrated their CX capabilities, including digital solutions, through partnership with their service provider(s). We believe that this study will provide game-changing insights around how effectively enterprises can optimize the engagement with their service provider(s) – as well as allow you to see how you compare against your peers.

What are Pinnacle Enterprises™?
Everest Group’s proprietary Pinnacle Model helps us assess and position individual enterprises along a maturity continuum for specific operational capabilities. Further explanation of our Pinnacle Model, and examples of past studies, are available here

What’s in it for you?
For completing the survey, you will receive a:
  • Customized and private readout of where your organization stands among others along our CX Outsourcing Pinnacle Enterprise model
  • 45-minute session with the research team conducting the study to review the findings and its implications for your organization
  • Automatic entry for the chance to win one of two Amazon Gift Cards, each valued at $200 USD

Confidentiality pledge
We value your opinion and are committed to the confidentiality of your responses. The information provided will remain confidential and will only be used in an aggregate form to determine perspectives and trends.

Survey time and access
The survey should take approximately 15-20 minutes to complete. We are looking for your best judgment responses to our questions – no additional research is required. If you are unable to complete the survey in one sitting, please click “Save and Continue” at the top right of the survey screen. You will receive an email with a link to finish the survey. When you are ready to continue, you can click on the link in the email, and the survey will resume where you left off. Please check your junk mailbox if the email is not delivered to your inbox.

Please click here if you want to read definitions - Digital CX Definitions