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  • Blog
    July 08, 2026

    Artificial Intelligence (AI) is having its moment. After years of cautious skepticism, pilot-stage overhang, and boardroom debates, the conversation has moved beyond experimentation. Enterprises are no longer asking whether to deploy agents, they are now asking how fast they can scale them across their entire workflow estate. However, speed comes at a price and almost nobody is doing the math.   The warning signs…
  • Roundtable
    April 16, 2026

    Following our GBS Operating Model FutureCast workshop, Everest Group is convening a select group of GBS leaders for an interactive working session on Thursday, May 07, to pressure test emerging perspectives on reimagining the operating model in the age of agentic AI.  …
  • Roundtable
    March 31, 2026

    Following our GBS Operating Model FutureCast workshop, Everest Group is convening a select group of GBS leaders for an interactive working session on Tuesday, April 14, to pressure test emerging perspectives on reimagining the operating model in the age of agentic AI.  …
  • Provider Compendium
    Dec. 30, 2025

    Enterprises are repositioning quality from a downstream testing activity to a strategic engineering capability embedded across the software development life cycle. As digital, cloud, and AI initiatives scale, expectations are moving beyond defect identification toward resilience,…
  • Provider Compendium
    Dec. 30, 2025

    The insurance industry is transforming Customer Experiences (CXs) as organizations prioritize digital agility, cost efficiency, and operational resilience. Insurers are rapidly evolving from traditional, siloed operations toward AI-driven, omnichannel journeys supported by cloud modernization and real-time…
  • PEAK Matrix®
    Nov. 13, 2025

    Enterprises are elevating quality from a downstream test phase to a strategic engineering discipline woven through the software development life cycle. As digital, cloud, and AI programs scale, expectations shift from defect detection to resilience, velocity,…
  • Viewpoint
    Nov. 10, 2025

    The global Business Process Outsourcing (BPO) industry is undergoing a seismic transformation due to the emergence of autonomous, LLM-powered AI agents that are rapidly changing how services are delivered. This report examines how BPO firms must…
  • Viewpoint
    Nov. 10, 2025

    As enterprises accelerate digital transformation and embrace next-generation technologies such as AI, generative AI, and cloud-native platforms, managing quality at scale has become increasingly complex. Traditional tool-centric quality approaches fall short in addressing fragmented processes, inconsistent…
  • Blog
    Nov. 05, 2025

    In 2006, I visited my first captive center in Bengaluru. At the time, the model was still in its formative years – many multinational organizations were only beginning to explore the potential of setting up their own in-house centers…
  • Thematic Report
    Nov. 03, 2025

    Enterprises are increasingly turning to Order Management System (OMS) platforms to manage rising omnichannel commerce complexities. This report explores how modern OMS solutions have evolved from transactional tools into strategic orchestration engines, enabling enterprises to handle…
  • PEAK Matrix®
    Oct. 29, 2025

    Enterprises are reimagining quality as a strategic engineering function rather than a downstream testing activity. As a result, demand for specialized Quality Engineering (QE) services is growing rapidly across industries. This analysis shows how the specialists…
  • Provider Compendium
    Oct. 24, 2025

    Everest Group’s Procure-to-Pay (P2P) Products – Provider Compendium 2025 provides comprehensive and fact-based snapshots of nine P2P products and includes insights on the global P2P products market. It examines each product’s features, enhancements, and market adoption…
  • Viewpoint
    July 29, 2025

    The telecom industry is at an inflection point, facing rising customer expectations, operational complexities, and intensifying competition. This Viewpoint explores the need for telecom enterprises to embrace comprehensive, AI-driven transformation of their CX strategy through an…
  • Briefings
    May 14, 2025

    Everest Group hosted its exclusive launch event for its new Advanced SciTech Service. This program is designed to help you navigate the complex landscape of emerging science and technology, enabling you to integrate cutting-edge innovations effectively…
  • March 07, 2025

    Language Translation Products View the Full Report
  • Tech Provider Spotlight
    Jan. 31, 2025

    Organizations face several challenges managing multilingual communication within Customer Experience Management (CXM), including high costs, operational inefficiencies, and inconsistent translation quality. These issues often obstruct delivering seamless, culturally relevant, and accurate interactions across diverse customer bases.…
  • Conference
    Dec. 03, 2024

    Everest Group hosted its exclusive launch event for its new Advanced SciTech Service. This program is designed to help you navigate the complex landscape of emerging science and technology, enabling you to integrate cutting-edge innovations effectively…
  • Blog
    Nov. 13, 2024

    In today’s fast-evolving customer experience (CX) landscape, data is often referred to as the “new oil”—a critical resource powering innovation and efficiency.  Nowhere is this truer than in contact centers, where data from customer interactions fuels everything…
  • Market Insights™
    Nov. 06, 2024

  • State of the Market
    Oct. 25, 2024

    Conversational AI encompasses advanced technologies, such as intelligent virtual agents, chatbots, voice assistants, and agent assist tools, designed to facilitate human-like interactions between businesses and customers. These solutions leverage natural language processing and machine learning to…

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