Register for our May 17 Webinar, Cybersecurity: What You Need to Know to Find the Right Partner and Price.
Who We Serve
IT Leaders
Our deep research and insight focuses on today's pivotal IT topics of cost, sourcing, talent, and productivity.
Service Providers
With deep, earned knowledge, we help service providers make vital decisions about services, pricing, and locations in a constantly changing environment.
Global Business Services / Shared Services Leaders
We help global business services (GBS) / shared services organizations unlock value for their organizations
Sourcing and Vendor Management Leaders
Our insights and analysis help you consistently get the results you want from your contracts and provider relationships.
Markets
We help enterprises navigate the complex European market, providing invaluable expertise when making critical, strategic decisions related to using and delivering services.
European Market
Industries
Banking & Financial Services
Insurance
Healthcare Payers
Healthcare Providers
Life Sciences
Other Industries
What We Offer
Custom Decision Support
Strategic advice, analysis, and robust problem-solving applied through the lens of your unique context.
Benchmarking
Locations
Market Assessments
Peer Intelligence
Pricing & Contracting
Provider Capabilities
Talent
Memberships
24/7/365 access to research, data sets, and tools that can be tailored to your needs, plus ongoing analyst inquiry.
For Enterprises
Outsourcing Excellence Membership
GBS / Shared Services Membership
Talent Excellence Membership
For Service Providers
For All Others
Published Research
Fact-based analysis and expertise to inform your thinking and help you accomplish business performance breakthroughs.
Our Approach
PEAK Matrix®
Pinnacle Model®
Consulting
All Capabilities & Offerings
Our Expertise
Business Process Services
Covering all major functions in BPS and BPO, we offer a unique depth and breadth of analysis.
Customer Experience Management
Finance & Accounting
Human Resources
Procurement & Supply Chain
Industry-Specific Processes
Engineering Services
Informed by deep knowledge of all major functions in engineering services, we help you understand challenges and uncover opportunities.
ESG and Sustainability
Achieve your social responsibility goals with our ESG and sustainability insights
Information Technology Services
We offer research insights about the impact of cloud, digital, and automation to help you capture more value from information technology services.
Application Services
Cloud & Infrastructure
Digital Services
Industry-Specific Technology Services
Sourcing Expertise
Our fact-based analysis of providers, relationships, locations, best practices, and next-gen technologies enables solid sourcing decision-making.
Outsourcing
GBS / Shared Services / GICs
Impact Sourcing
Digital & Next Gen Expertise
We help you define and realize success in digital transformation by thinking of it not as a series of technology implementations but rather as a series of journeys.
view larger
Talent & Locations Expertise
Regardless of where you are in your maturity curve, we help you address systemic challenges while accelerating and optimizing your talent and location strategies.
View larger
Our Thinking
Automation & AI
Thought leadership that boldly contemplates the rewards and risks of leaning on automation, AI, and machine learning to turbo charge productivity and competitive position.
ESG and Sustainability
Achieve your social responsibility goals with our ESG and sustainability insights
Ukraine-Russia Crisis
As the Ukraine-Russia crisis unfolds, we are here to help you navigate the impact of service delivery from Ukraine and the CEE region.
Sourcing
Nearly three decades spent shaping sourcing best practice lends us a nuanced yet disruptive perspective about what’s possible today.
Blog
Nearly three decades spent shaping sourcing best practice lends us a nuanced yet disruptive perspective about what’s possible today.
Market Insights™
Intelligence from across the full spectrum of our research in concise, easily accessible infographics.
Quick Polls
Participate in and use the findings of our quick polls on today's hot issues to fine-tune your journey’s next step.
Events
Webinars and Virtual Roundtables
Experience some of our best thought leadership virtually and conveniently.
Conferences
Our analysts bring their energy and bold thinking into the community, onto the stage, behind the microphone, onto the panel.
About Us
What Makes Us Tick
Leadership
Research Leadership Team
Corporate Leadership Team
Partnerships & Affiliations
In the News
Press Releases
Careers
Industry Analyst Careers
If you crave an environment where you will do your best work, inspire your clients and be inspired by your coworkers, we'd love to connect with you.
Corporate Careers
If you crave an environment where you will do your best work, inspire your clients and be inspired by your coworkers, we'd love to connect with you.
Current Openings
If you crave an environment where you will do your best work, inspire your clients and be inspired by your coworkers, we'd love to connect with you.
Contact Us
Access Reports
All reports
Register
Recent reports
Everest Group Market Intelligence (EGMI)
Home
/
Market Insights™
Key CXM Market Lessons from the Pandemic | Market Insights™
November 24, 2020
Share
Facebook
0
Tweet
0
LinkedIn
0
Print
0
CXM Market
VISIT THE REPORT PAGE
CXM
CXM WAHA
WAHA
Prev
Previous
Outsourcing in CXM Has Risen Post-Pandemic; Here’s Why | Market Insights™
Next
Demand for Conversational Intelligent Virtual Agents (IVAs) is Surging | Market Insights™
Next
Access Reports
All reports
Register
Recent Reports
Everest Group Market Intelligence
Back
Contact Us
Who We Serve
IT Leaders
Back
Service Providers
Back
Global Business Services / Shared Services Leaders
Back
Sourcing and Vendor Management Leaders
Back
Markets
European Market
Back
Industries
Banking & Financial Services
Insurance
Healthcare Payers
Healthcare Providers
Life Sciences
Other Industries
Back
Back
What We Offer
Custom Decision Support
Benchmarking
Locations
Market Assessments
Peer Intelligence
Pricing & Contracting
Provider Capabilities
Talent
Back
Memberships
For Enterprises
Outsourcing Excellence Membership
GBS / Shared Services Membership
Talent Excellence Membership
Back
For Service Providers
For All Others
Back
Published Research
Our Approach
PEAK Matrix®
Pinnacle Model®
Back
Consulting
Back
All Capabilities & Offerings
Back
Back
Our Expertise
Business Process Services
Customer Experience Management
Finance & Accounting
Human Resources
Procurement & Supply Chain
Industry-Specific Processes
Back
Engineering Services
Back
ESG and Sustainability
Back
Information Technology Services
Application Services
Cloud & Infrastructure
Digital Services
Industry-Specific Technology Services
Back
Sourcing Expertise
Outsourcing
GBS / Shared Services / GICs
Impact Sourcing
Back
Digital & Next Gen Expertise
Back
Talent & Locations Expertise
Back
Back
Our Thinking
Automation & AI
Back
ESG and Sustainability
Back
Ukraine-Russia Crisis
Back
Sourcing
Back
Blog
Back
Market Insights™
Back
Quick Polls
Back
Back
Events
Webinars and Virtual Roundtables
Back
Conferences
Back
Back
About Us
What Makes Us Tick
Back
Leadership
Research Leadership Team
Corporate Leadership Team
Back
Partnerships & Affiliations
Back
In the News
Back
Press Releases
Back
Back
Careers
Industry Analyst Careers
Back
Corporate Careers
Back
Current Openings
Back
Back
COVID-19
COVID-19 Resource Center
COVID-19 Dynamic Tracker
Back
Search
Subscribe to our monthly newletter to get the latest expert insights and research.
Request a briefing with our experts to discuss the 2022 key issues presented in our 12 days of insights.
Request a briefing with our experts to discuss our 2022 key issues
How can we engage?
Please let us know how we can help you on your journey.
Contact Us
First Name
*
Last Name
*
Email
*
Phone
Country of Residence
*
Please choose one
United States
India
United Kingdom
Canada
Afghanistan
Aland Islands
Albania
Algeria
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Aruba
Australia
Austria
Bahamas
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bolivia
Bosnia and Herzegovina
Botswana
Brazil
British Indian Ocean Territory
British Virgin Islands
Brunei Darussalam
Bulgaria
Cambodia
Cameroon
Cape Verde
Cayman Islands
Chile
China
Colombia
Comoros
Congo
Cook Islands
Costa Rica
Cote d'Ivoire
Croatia
Cuba
Curaçao
Cyprus
Czech Republic
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Estonia
Falkland Islands
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern Territories
Georgia
Germany
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guatemala
Guernsey
Guinea
Haiti
Honduras
Hong Kong
Hungary
Iceland
Indonesia
Iran
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kenya
Korea, Republic of (South Korea)
Kuwait
Laos (Lao People's Democratic Republic)
Latvia
Lebanon
Liechtenstein
Lithuania
Luxembourg
Macao
Macedonia
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Martinique
Mauritania
Mauritius
Mexico
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Myanmar
Nepal
Netherlands
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Norfolk Island
Norway
Oman
Pakistan
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Poland
Portugal
Qatar
Reunion
Romania
Russian Federation
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and the Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Serbia
Seychelles
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
South Africa
Spain
Sri Lanka
Sweden
Switzerland
Taiwan
Tajikistan
Tanzania
Thailand
Trinidad and Tobago
Tunisia
Turkey
Turkmenistan
Turks and Caicos Islands
Uganda
Ukraine
United Arab Emirates
United States Minor Outlying Islands
Uruguay
Venezuela
Viet Nam
Company Name
*
Job Title
*
Nature of Inquiry
*
Please choose one
Benchmarking services
Consulting services
Published research
PEAK Matrix marketing
Media inquiry
Careers
Technical support / reports portal access
Other
Additional Information
Please review our
Privacy Notice
and check the box below to consent to the use of Personal Data that you provide.
Consent
*
I consent to the use of Personal Data I provide for the provision of information relating to Everest Group's goods and services.
*
Δ
