CMP Research
Act Faster and Make Better Decisions
Delivering unlimited advisory support, diagnostic tools, and data-driven insights. We help customer contact & CX executives optimize experience, technology, and operations, while enabling solution providers with go-to-market strategies and customer insights - all powered by the organization behind Customer Contact Week.
Prism for Conversational IVR/VoicebotOur 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 modern customer with technology and process improvements.
CMP Research Prism
Fit-for-Purpose Customer Contact & CX Technology Assesment
The Prism assesses solution providers with insights and feedback from three perspectives:
Analyst
User
Marketplace
2025 - 2026 Customer Contact Executive Benchmarking Report
An annual survey of global customer contact and CX leaders identified top challenges and priorities for 2025 and 2026. As planning begins, leaders must compare priorities with peers. Importance and difficulty will dictate where they invest time, resources, and capital.
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CMP Research Prism for Customer Analytics
CMP Research assessed 15 solution providers offering customer analytics tools for customer contact and CX. Providers are ranked into five categories using expert analysis, user feedback, and market data across ten criteria. See how they compare...
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Executive Perspectives on Future of the Contact Center
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…
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