CXM

A leading global IT enterprise sought to strengthen its customer experience management (CXM) operations in the North American market. Operating across industries such as telecom, utilities, banking, and insurance, the company needed a clearer understanding of how its CXM performance compared with industry benchmarks.

To address this need, the organization engaged Everest Group to benchmark key performance indicators (KPIs) across its CXM operations. Everest Group conducted a comprehensive benchmarking initiative, gathering and normalizing performance data and identifying benchmark clusters to provide reliable insights.

Through this engagement, the client gained actionable benchmarks and strategic insights that enabled it to optimize its North American CXM business strategy, improve operational efficiency and productivity, and reduce operational risks while strengthening its competitive positioning in a highly competitive market.

Client Challenge

Gaining clarity on CXM performance benchmarks

As customer experience continues to play a critical role in differentiating service providers, the client recognized the need to strengthen its CXM operations across the North American market. The organization supported multiple industries including telecom, utilities, banking, and insurance, each with distinct operational dynamics and performance expectations.

Despite managing large-scale CXM operations, the company lacked a standardized and validated set of industry benchmarks to measure the performance of its key CXM KPIs. Leadership needed a clearer understanding of how its operational performance compared with peers and where improvements could deliver the greatest value.

Without reliable benchmarks, the organization faced several risks. Decision-makers had limited visibility into whether operational performance levels were competitive or lagging behind industry standards. Additionally, variations across industries and service models made it difficult to determine whether performance differences were due to internal inefficiencies or external factors such as customer complexity, service channels, or regulatory environments.

This lack of benchmark clarity made it challenging to refine business strategies, prioritize operational improvements, and confidently communicate performance expectations to internal teams and stakeholders.

To overcome these challenges, the client sought an objective benchmarking partner with deep expertise in CXM operations and cross-industry performance data. Everest Group was selected to deliver data-driven insights that could normalize operational differences, establish reliable KPI benchmarks, and provide strategic guidance to strengthen the organization’s CXM capabilities.

Everest Group Solution

Structured benchmarking and data-driven insights

Everest Group implemented a comprehensive benchmarking approach designed to provide the client with reliable, actionable KPI insights across its CXM operations.

The engagement began with extensive data collection across multiple channels and sources to build a robust dataset of CXM operational metrics. Everest Group gathered information on key KPIs relevant to customer experience operations, ensuring representation across the telecom, utilities, banking, and insurance sectors.

To ensure the accuracy and comparability of results, Everest Group conducted a detailed normalization exercise. This process accounted for organization-specific factors such as operational scale, service channels, and industry-specific complexities that could influence performance outcomes. By adjusting for these variables, Everest Group ensured that the resulting benchmarks reflected meaningful comparisons rather than distorted metrics.

Next, Everest Group performed advanced data analysis to identify benchmark clusters. These clusters grouped organizations with similar operational characteristics, enabling the client to compare its performance against peers with comparable CXM models and industry environments.

In addition, Everest Group estimated the confidence level associated with each benchmark KPI. This provided the client with greater transparency into the reliability of the benchmark data and helped leadership prioritize which insights should guide immediate strategic decisions.

Throughout the engagement, Everest Group worked closely with the client’s leadership and operational teams to interpret the benchmarking results and translate them into actionable recommendations. The insights helped identify performance improvement opportunities and informed strategic planning for CXM operations in North America.

Results

Stronger CXM strategy and improved operational efficiency

Leveraging Everest Group’s benchmarking insights, the client gained a much clearer understanding of its CXM performance relative to industry peers.

The benchmarking initiative enabled the organization to refine and optimize its North American CXM business strategy. By identifying areas where operational performance could be strengthened, leadership was able to focus improvement efforts on the KPIs that had the greatest impact on efficiency and service quality.

As a result, the organization achieved greater operational efficiency and productivity across its CXM operations. The clarity provided by normalized benchmarks also helped reduce operational risks by ensuring that strategic decisions were based on validated, industry-aligned performance metrics.

Additionally, the insights strengthened the client’s competitive positioning by enabling leadership to align its CXM operations more closely with industry best practices. Teams gained a clearer understanding of performance expectations and were better equipped to implement targeted operational improvements.

“Everest Group’s customized benchmarks provided the valuable insights we needed to optimize and strengthen our North American CXM operations and competitive positioning.”

Why Everest Group?

The client selected Everest Group for its deep expertise in CXM benchmarking and its ability to deliver objective, data-driven insights across multiple industries.

Through a structured benchmarking methodology and rigorous data normalization, Everest Group provided the client with reliable KPI benchmarks and strategic clarity. These insights enabled leadership to optimize its CXM business strategy, improve operational performance, and strengthen its position in the competitive North American market.

This engagement demonstrates Everest Group’s ability to help organizations translate complex operational data into actionable strategies that drive efficiency, productivity, and long-term competitive advantage in customer experience management.

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