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Showing 48 results
  • Blog
    May 05, 2026

    Modern contact centers do not have a data problem, rather they have a decision-speed problem. Critical operational data is abundant, but answers still move through dashboards, analysts, and disconnected tools, often too slowly. As contact center…
  • Thematic Report
    March 26, 2026

    Pharmaceutical enterprises are reassessing their IT services sourcing strategies amid moderate growth, budget discipline, and rising innovation expectations. As provider consolidation intensifies, a small group of leading providers continues to capture a disproportionate share of enterprise…
  • 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.…
  • Blog
    Feb. 23, 2026

    The Customer Experience Management (CXM) technology ecosystem has shifted from a platform selection exercise to a continuous operating capability. With Artificial Intelligence (AI) accelerating change cycles, the stack is now multi-layered, spanning Contact Center-as-a-Service (CCaaS), Customer Relationship Management (CRM), knowledge management, Workforce Management (WFM), conversational AI, automation, and analytics. Increasingly, value depends on how effectively enterprises compose these layers…
  • Blog
    Jan. 22, 2026

    Customer Experience (CX) now sits at the intersection of Artificial Intelligence (AI)-enabled automation, identity and access journeys, AI-generated content dynamics, and intensifying regulatory and reputational scrutiny.   In this environment, every interaction, human or machine-led, introduces potential exposure to fraud loss, unfair outcomes, agent harm,…
  • Viewpoint
    Jan. 09, 2026

    As pharma enterprises modernize data architectures, automate workflows, and scale AI across the value chain, scientific expertise is becoming essential to realize meaningful outcomes from digital initiatives. Without scientific grounding, digital systems risk producing insights that…
  • Blog
    Dec. 22, 2025

    After laying out our bold CXM predictions for 2025 and then assessing how those bets played out across the year, it is now time to look ahead at what 2026 will demand from CX leaders.  As we look…
  • 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…
  • Provider Compendium
    Nov. 12, 2025

    Conversational AI (CAI) and AI agents are transforming enterprise-customer engagement, evolving from scripted chatbots to intelligent, autonomous systems capable of real-time, human-like interaction. This shift is driven by rapid advances in voice AI, multimodal interfaces, and…
  • Category Strategy Templates
    Oct. 17, 2025

    Procurement organizations prioritize reducing costs, managing risks, and creating business value. Category management helps achieve these goals by optimizing category spend, identifying cost-saving opportunities, and improving operational efficiency. In the face of emerging agentic AI use…
  • PEAK Matrix®
    Sep. 30, 2025

    Conversational AI is transforming enterprise-customer interactions, evolving beyond legacy scripted chatbots and IVR systems to deliver intelligent, contextually aware experiences. With rising enterprise investments in voice AI, organizations are enabling natural, human-like conversations that reflect tone,…
  • Viewpoint
    Sep. 26, 2025

    MedTech organizations are under increasing pressure to reimagine stakeholder engagement in response to increasing demand for personalized, connected experiences across the entire device life cycle. Functional silos, disparate technologies, and a lack of cross-functional alignment constrain…
  • PEAK Matrix®
    Sep. 16, 2025

    The global CXM services market is advancing significantly across the Americas, APAC, and EMEA, towards AI-native execution, driven by agentic AI and generative AI moving into production. Enterprises are increasingly investing in intelligent systems, particularly those…
  • Blog
    Aug. 01, 2025

    Salesforce and ServiceNow recently announced a joint US$1.5 billion investment in Genesys that goes beyond a mere financial move as it signals an ambitious leap toward a new era in customer experience (CX) orchestration. This strategic…
  • July 01, 2025

    With increasing enterprise focus on automating contact center operations and broader workflows, the role of AI agents is evolving from task-specific tools to more integrated components of enterprise architecture. In this context, Salesforce’s release of Agentforce…
  • June 30, 2025

    With increasing enterprise focus on automating contact center operations and broader workflows, the role of AI agents is evolving from task-specific tools to more integrated components of enterprise architecture. In this context, Salesforce’s release of Agentforce…
  • Viewpoint
    June 25, 2025

    Life sciences enterprises operate in an increasingly complex engagement landscape due to rising content fatigue, expanding Healthcare Professional (HCP)/patient touchpoints, and growing stakeholder expectations for relevance. Traditional engagement strategies, characterized by fragmented data, siloed operational workflows,…
  • Tech Provider Spotlight
    April 25, 2025

    Accent localization is fast emerging as a game-changing solution for global Customer Experience Management (CXM). As enterprises increasingly deliver CX services from offshore and nearshore hubs, the demand for speech technologies that ensure clear, culturally resonant,…
  • Event
    March 25, 2025

    Watch Anubhav Das, Practice Director, and Sharang Sharma, Vice President at Everest Group, for an insightful webinar exploring practical steps to use AI agents to drive transformation in customer experience management (CXM). Backed by Everest Group’s…
  • Webinar Deck
    March 25, 2025

    Watch Anubhav Das, Practice Director, and Sharang Sharma, Vice President at Everest Group, for an insightful webinar exploring practical steps to use AI agents to drive transformation in customer experience management (CXM). Backed by Everest Group’s…

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