CMP Research for Customer Contact Leaders

Our 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.