Untangling the Risks of Generative AI: Solutions to Your Safety Concerns | Webinar

October 17, 2023

ON-DEMAND WEBINAR

Untangling the Risks of Generative AI: Solutions to Your Safety Concerns

There is an increasing urgency among enterprises to explore the potential benefits of generative AI and leverage it to stay ahead of the curve. However, with all its promises, enterprises and providers must be wary of the pitfalls that can hinder its scaled adoption.

By addressing the risks and challenges head-on, enterprises can access the possibilities of generative AI, while service and technology providers can ensure their solutions are ethical, safe, and responsible.

Watch this webinar as our analysts uncover the critical risks and safety considerations surrounding generative AI. They will also explore generative AI business implications and present potential solutions.

What questions has the webinar answered for the participants?

What are the key risks or safety considerations related to generative AI?
What are the implications of these risks for enterprises?
What are the best practices or potential solutions to overcome generative AI risks?

Who should attend?

Global enterprises
CIOs, CTOs, CDOs, Chief AI officer (CAIO)
IT managers
Technology directors
Data & analytics heads
ITS/BPS strategy heads
Senior AI executives
Service providers
Technology providers

Priya Bhalla

Practice Director

Vishal Gupta

Vice President

Abhivyakti Sengar

Senior Analyst

The Global Brands’ Essential Guide to Navigating CX Delivery | Webinar

October 17, 2023

Webinar

The global brands' essential guide to navigating CX delivery

October 17, 2023

8:00 AM PT | 10 AM ETT

Join this expert panel featuring Everest Group Partner and CX expert, David Rickard, to discover how multi-regional and global brands can grow and deliver game-changing customer experiences.

They will discuss:

The market landscape driving global CX strategy
Where to focus in the customer journey to achieve excellent CX
How brands can benefit from a global CX partner

David Rickard

Partner, Everest Group

Nora Boros

Chief Global Sales Officer, Webhelp

Using OKRs for Your Sustainability Goals: It’s Time to Drive Meaningful Change | Webinar

October 12, 2023

ON-DEMAND WEBINAR

Using OKRs for Your Sustainability Goals: It’s Time to Drive Meaningful Change

WATCH THE WEBINAR ON-DEMAND

As enterprises become more sustainability-driven, traditional approaches to measuring success, such as Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), are no longer practical methods for determining objectives and measurable outcomes for pressing sustainability issues – like climate change and inequity.

Objectives and Key Results (OKRs) are a dynamic framework that offers a fresh perspective on delivering impactful metrics.

Watch as our sustainability experts discuss how enterprises can leverage OKRs for their sustainability initiatives and transition from the conventional KPI and SLA approaches to an OKR-driven methodology.

What questions does the webinar answer for the participants?

What are OKRs?
How do they differ from and/or complement more traditional KPIs and SLAs?
Why use OKRs for sustainability specifically?

Who should attend?

Sustainability tech lead
Head of sustainability services
Head of net zero transformation portfolio
Head of decarbonization
Head of diversity, equity, inclusion, and belonging (DEIB)
Head of accessibility & digital inclusion
Principal sustainability advisor
Climate change & sustainability director
Head sustainability products and platform
Head of green tech

Ronak Doshi

Partner

Prateek Singh

Practice Director

Rita N. Soni

Principal Analyst

The Evolved Trust and Safety Industry and What to Expect Next | Webinar

October 5, 2023

ON-DEMAND WEBINAR

The Evolved Trust and Safety Industry and What to Expect Next

WATCH THE WEBINAR ON-DEMAND

Over the past few years, enterprises have invested significantly in robust Trust and Safety (T&S) infrastructures in partnership with service and tech providers. However, economic conditions and the advent of new technology have significantly disrupted the T&S market – presenting the potential to enhance and transform current T&S services.

Watch this webinar as our experts discuss the latest developments, emerging themes, and enterprise sourcing considerations in T&S in 2023 and what we can expect in the coming years.

What questions does the webinar answer for the participants?

What is the current state of the T&S outsourcing market?
What are the emerging trends and industry dynamics shaping the T&S outsourcing market?
What are the key sourcing considerations for enterprises in the current market scenario?

Who should attend?

CEOs, CCOs, CIOs, CTOs
Head of trust and safety/content moderation
Head of outsourcing
Global sourcing managers
Procurement heads
Vendor managers
BPO leaders
Senior sales and marketing executives

Abhijnan Dasgupta

Practice Director

David Rickard

Partner

Planning for 2024? What Service Provider Executives Should Know | Webinar

September 26, 2023

on-demand webinar

Planning for 2024? What Service Provider Executives Should Know

WATCH THE WEBINAR ON-DEMAND

As we approach the end of 2023, a year where uncertainty continued unabated, companies are beginning to think about annual planning, which for many, kicks off months before the year ends. Service providers, in particular, need to consider how the demand for their offerings will evolve in 2024 and where they should focus their time, attention, and investments to best serve this demand.

Watch this on-demand webinar to hear key analyst perspectives on the nature of the services market, what service providers may expect in the upcoming year, and how they can plan ahead.

What questions will the on-demand webinar answer for the participants?

What is the nature of the services market, and what can we expect going into 2024?
How will demand for services evolve in the new year?
How should service provider executives think about planning in this environment of prolonged uncertainty?

Who should attend?

Executives, senior management, and business leaders in service provider organizations

Shirley Hung

Partner

Nitish Mittal

Partner

Akshat Vaid

Partner

How Enterprises Can Leverage Provider Support to Maximize GIC Potential | Webinar

September 21, 2023

on-demand webinar

How Enterprises Can Leverage Provider Support to Maximize GIC Potential

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The ongoing macroeconomic slowdown has pushed enterprises – that are already bogged down by top and bottom-line challenges – to assess how they can leverage service providers to grow, evolve, and optimize their global in-house center (GIC) networks.

Watch this on-demand webinar as our experts explore key developments in the global sourcing market in 2023, including how enterprises can grow and evolve their GIC networks by collaborating more effectively with service providers and the various enterprise requirements that providers can fulfill in the GIC space.

In addition, the speakers will discuss the evolving approach of providers to the GIC market and present methods for enterprises and service providers to proactively engage with each other in the GIC space for a win-win result.

What questions will the on-demand webinar answer for the participants?

How did the global sourcing market evolve in H1 2023?
How are third-party providers supporting enterprises on GIC-related needs, including set-up, transformation, and carve-out?
What capabilities are service providers building to focus on the GIC segment?

Who should attend?

Senior leadership (CEOs and CXOs) of enterprises
In-house centers/GICs/shared service centers leadership
Global sourcing managers
GBS and SOVM professionals
Senior leadership
Strategy teams of providers
Sales teams for providers
Business unit leaders leading the GIC segment in providers

Prashray Kala

Partner

Aranya Kalia

Practice Director

Ravneet Kaur

Senior Analyst

Akshay Mathur

Vice President

Navigating the European CXM Outsourcing Market: Trends and Insights | Webinar

September 19, 2023

ON-DEMAND WEBINAR

Navigating the European CXM Outsourcing Market: Trends and Insights

WATCH THE WEBINAR ON-DEMAND

In today’s fast-evolving business landscape, the demand for exceptional customer experiences in Europe is on the rise. Factors such as language requirements, regulatory considerations, and cultural nuances will be key to getting it right as organizations expand their global reach.

Watch this on-demand webinar as our customer experience management (CXM) experts explore the current landscape, emerging trends, and future prospects in the European CXM outsourcing industry. You will come away with a comprehensive understanding of the market dynamics, key players, and strategies for success in this developing landscape.

What questions will the on-demand webinar answer for the participants?

What is the current state of the CXM outsourcing market in Europe in terms of size, growth rate, and regional variations?
What are the emerging trends and industry dynamics shaping the CXM outsourcing landscape in Europe?
What are the cultural nuances, language requirements, and regulatory considerations that organizations should be aware of when considering CXM outsourcing in Europe?

Who should attend?

Customer experience leaders
Chief customer officers
SVP customer experience
Head of outsourcing
Procurement managers
Contact center leaders

Aishwarya Barjatya

Practice Director

Anubhav Das

Practice Director

David Rickard

Partner

Gamification: Unleashing the Full Potential of Your Contact Center Agents | Webinar

September 14, 2023

Webinar

Gamification: Unleashing the full potential of your contact center agents

September 14, 2023

12:00 PM EST | 9:00 PM ISTST

Everest Group’s Chhandak Biswas will join a webinar to discuss how gamification can transform the customer experience management (CXM) landscape and create a motivated, high-performing workforce.

The panel will discuss:

How gamification works
How gamification benefits contact centers
The key aspects of a gamified experience ecosystem
The path to successful implementation and how to overcome challeneges
The future of gamification in CXM

Chhandak Biswas

Practice Director, Everest Group

Aditi Bhandari

Vice President, Marketing, Startek

Advancing with Neurodiversity at Work: Inclusion and Expansion | Webinar

September 12, 2023

WEbinar

Advancing with neurodiversity at work: Inclusion and expansion

September 12, 2023

8:00 AM PT | 11 AM ET

Rita Soni, Principal Analyst, Impact Sourcing and Sustainability, Everest Group will join a panel of experts to share knowledge and expertise on topics such as:

What comes next for neurodiversity employment programs
The advancement of neuroinclusive ecosystems
Expanding roles for employment opportunities and the impact on the neurodiverse community
How we measure success with neurodiversity initiatives
Employment in the public sector and potential barriers to entry

Learn more

Rita Soni

Principal Analyst, Impact Sourcing and Sustainability, Everest Group

Hala Annabi

Associate Professor, Information School, University of Washington

Anthony Pacilio

Vice President, Neurodiverse Solutions at CAI

Current Solution Trends and Their Impact on Outsourcing Deals and Pricing | Webinar

September 12, 2023

ON-DEMAND WEBINAR

Current Solution Trends and Their Impact on Outsourcing Deals and Pricing

WATCH THE WEBINAR ON-DEMAND

In the current market, prices are reaching a plateau, and providers are facing the pressing need to re-evaluate their solutions to gain a competitive edge in outsourcing deals. Additionally, today’s buyers are increasingly more aware that there is no “one-size-fits-all” approach, and they aren’t confined to rate cards. Crafting the winning solution will be the key differentiator in outsourcing deals.

Watch this on-demand webinar as our pricing experts explore how the success of a pricing bid, and what directly influences the pricing of a deal, ultimately lies in crafting a successful solution sizing model.

The speakers will also discuss the need to understand the key considerations and prerequisites that underpin a successful solution sizing model and how outside forces, such as an uncertain economy and digital and transformation trends in the marketplace, can impact solution sizing deals.

What questions will the on-demand webinar answer for the participants?