Original research

Evidence for the decisions experience leaders face now.

Independent, buyer-grade research that turns emerging signals into practical implications, written to be read, shared, and used.

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Research & advisory pricing

Buy the evidence. Or buy the evidence and the conversation.

Every report is licensed work you can take straight into a decision. Personal licenses are for one named user. Company licenses cover internal use by up to ten employees.

August 2026

The CX Technology Market

A buyer's guide to listening, understanding, managing, and acting on customer signals

Nearly every vendor now claims to listen, analyze, understand journeys, personalize, and use AI. This report separates those claims into twelve real buying categories, scores vendors inside their natural category, and gives buyers the evidence to defend a technology decision in financial and operating terms.

Market categories: 12Market categories
Vendors mapped: 70+Vendors mapped
Market maps: 12Market maps
M&A events: 40+M&A events

What is inside

Twelve buying categories with inclusion rules, so suites, specialists, and orchestration engines are not compared as if they solve the same job
Best-fit verdicts, use-case fit matrix, and buyer guidance by company type
Proof tests and RFP questions that separate production capability from roadmap claims
Commercial, migration, and operating reality — including the spend that can genuinely be retired

Personal: $499
Company (10 users): $2,500

April 2026

Native AI Conversational Platforms Built for Resolution

Which AI platforms can finish service work safely enough for production

The question is no longer whether an AI agent sounds natural. It is whether it can understand the request, ground itself in policy, act in business systems, know when to stop, and hand off cleanly. This report defines that category strictly and maps buyer-vendor fit across three overlapping buying motions.

Vendors covered: 16Vendors covered
Market groups: 3Market groups
Buyer reasons: 5Buyer reasons
Pages: 49Pages

What is inside

Six layers of true resolution capability, plus a strict inclusion line and the borderline cases explained
Full vendor profiles with bottom-line assessments for each of the 16 vendors in scope
Ownership changes that should change shortlist logic (Zendesk/Forethought, NiCE/Cognigy, SoundHound/Amelia)
Where deployments fail in practice, and how to fund the platform type that fits your operating pain

Personal: $399
Company (10 users): $2,000

2026

Synthetic Customer Data: The Next Frontier in CX

Market map, competitor categories, CX use cases, and practical operator guidance

Synthetic customer data is not a replacement for customers. It is a way to practice before customers pay for a bad decision. This report shows where synthetic data is useful, where it is risky, and what to ask before buying or building anything.

Companies mapped: 30Companies mapped
Market lanes: 5+Market lanes
Rows in the map: 40Rows in the map
Watchlist cases: 10Watchlist cases

What is inside

The lanes that matter: tabular and privacy-preserving data, test data and SDLC, vision and physical-world simulation, synthetic interactions, and synthetic populations
A market map of 30 strict U.S. synthetic-data companies, 40 rows overall, and 10 watchlist cases
CX use cases by lane, with the governance and testing each one requires
Operator guidance for tying synthetic data to a real decision instead of prettier guessing

Personal: $249
Company (10 users): $1,250

Bundles

Read across the market, not one slice of it.

AI Resolution + Synthetic Data$549Company $2,750
CX Market + Synthetic Data$629Company $3,150
CX Market + AI Resolution$749Company $3,750
All three reportsBest value$899Company $4,500

Advisory

Put the research in front of your team.

Individual advisory call

$1,250

60 minutes, short intake form, discussion of your situation. No custom research.

Company briefing

$3,000

90 minutes, up to 10 participants, advance questions, tailored discussion.

All three reports + individual call

$1,995

Three personal licenses plus the 60-minute advisory call.

All three reports + company briefing

$7,500

Company license for all reports plus the 90-minute briefing.

Licensing boundaries

Personal means one named user and no internal redistribution.
Company means internal use by up to 10 named employees; company emails must be provided.
Inquire directly for more than 10 users.
Vendors can buy a company license for internal use.
Reproducing rankings, maps, or verdicts in vendor marketing requires a separate commercial license. Please inquire directly.
Advisory calls do not include custom scoring, contract review, or new research.

Our standard

Independent

Built to surface what is true and useful, not to validate a predetermined answer.

Relevant

Focused on the shifts and decisions shaping customer and experience leadership now.

Actionable

Clear implications and practical questions you can take directly into the room.

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