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Showing 173 results
  • Viewpoint
    July 17, 2026

    AI-enabled delivery is changing the nature of enterprise work. As automation absorbs standardized tasks, human effort is increasingly concentrated in activities requiring judgment, domain expertise, empathy, regulatory interpretation, and accountability. This shift is making traditional workforce…
  • See Us At
    June 05, 2026

    Join Chhandak Biswas, Vice President at Everest Group, for a discussion on how AI is reshaping workforce strategies and increasing the importance of specialized human expertise. Discover how organizations can build more agile, resilient, and human-centric…
  • 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.  …
  • Webinar
    April 07, 2026

    Across the globe in CX delivery, a new reality is emerging as geopolitical instability, regulatory shifts, and trade disruptions challenge long-standing operating models. Traditionally optimized for cost and efficiency, CX footprints must now be reassessed through…
  • 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.  …
  • LinkedIn Live
    March 23, 2026

    AI has moved from experimentation to expectation, yet scalable ROI remains uneven. While some initiatives are delivering measurable impact, many are stalled in pilot mode. Hear from Everest Group’s Vice President, Chhandak Biswas and Practice Director,…
  • Viewpoint
    Feb. 27, 2026

    The outsourcing landscape is profoundly transforming as enterprises adapt to digital acceleration, talent scarcity, and economic volatility. Once limited to transactional, cost-focused engagements, outsourcing has now become a strategic enabler for agility, innovation, and capability building.…
  • Viewpoint
    Jan. 09, 2026

    As customer expectations continue to rise, enterprises are moving beyond transactional customer support to more experience-led service models. This Viewpoint analyzes the evolving role of human agents within technology-driven Customer Experience (CX) environments, emphasizing that automation…
  • State of the Market
    Dec. 08, 2025

    The global Customer Experience Management (CXM) market is digitally maturing, with sustained investments in CX technology, AI, and data-driven transformation. As economic headwinds, regulatory scrutiny, and cost pressures persist, enterprises are sharpening their focus on measurable…
  • LinkedIn Live
    Nov. 19, 2025

    In an evolving landscape where analyst relations (AR) shape market perception and business success, leaders continued to look for proven tactics embraced by experienced AR professionals. Everest Group’s Katrina Menzigian, along with industry experts from other…
  • Blog
    Nov. 05, 2025

    iQor has undergone a significant transformation in recent years. Supported by Mill Point Capital and guided by a new leadership team of seasoned industry professionals, the company is taking bold strategic steps to drive its growth and…
  • 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…
  • Provider Compendium
    Nov. 03, 2025

    Customer Experience Management (CXM) is entering a new evolutionary phase – one defined by AI-native execution. This report explores how leading providers are responding to a rapidly shifting market where intelligent systems can not only predict…
  • July 16, 2025

    Strategic Lever
  • July 16, 2025

    Gen AI
  • Viewpoint
    June 30, 2025

    Integrated services is a unified approach to sales services, trust and safety, and CXM across functions and channels, creating a cohesive, high-performing customer ecosystem. This approach promotes collaboration, encourages data sharing, breaks down silos, and improves…
  • Thematic Report
    June 27, 2025

    This report analyzes current trends and strategic approaches in Customer Experience Management (CXM) across global retail and Consumer Packaged Goods (CPG) and e-commerce industries. It highlights the growing significance of personalized, AI-driven, and omnichannel experiences that…
  • June 05, 2025

    CX Transformation View the full Report
  • LinkedIn Live
    June 03, 2025

    In today’s challenging economic environment, customer experience (CX) leaders are under pressure to do more with less — delivering seamless, loyalty-driving journeys while cutting costs, adapting to workforce disruptions, and keeping pace with fast-evolving technologies like…
  • 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…

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