Showing 24 results
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Viewpoint Nov. 10, 2025
AI Agents and the Rise of SaaS 2.0
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 July 29, 2025
Connecting the Dots with AI: Creating a Superior End-to-end Telecom Customer Experience (CX)
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… -
March 07, 2025
Important Considerations When Selecting AI-powered Language Translation Products | Market Insights™
Language Translation Products View the Full Report -
Tech Provider Spotlight Jan. 31, 2025
Tech Provider Spotlight: AI-powered Language Translation in Customer Experience Management (CXM)
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.… -
Blog Nov. 13, 2024
Beyond the Buzz: Is Your Contact Center Data Truly Gen AI-Ready with the Right Data Strategy?
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
Adoption of Generative AI Proofs-of-Concepts and Deployments
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State of the Market Oct. 25, 2024
Conversational AI – State of the Market 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… -
Blog Oct. 07, 2024
Sustainability in Engineering - How are Companies Evolving to Achieve their ESG Goals?
Sustainability is now a vital focus for engineering firms, driven by shifting consumer preferences, technological progress, and environmental awareness. This blog examines how companies are adapting their value chains and processes, in order to meet… -
Viewpoint Sep. 17, 2024
Catalyzing Transformation: Harnessing Conversational AI to Unlock Business Outcomes in the Philippines
The digital Customer Experience Management (CXM) market is growing rapidly, particularly in the Philippines. Digital CXM leverages digital concepts and advanced analytics, automation solutions, Conversational AI (CAI), cloud-based contact centers, omnichannel solutions, and customer experience (CX)… -
Blog Aug. 27, 2024
How has Generative AI Evolved and is its Evolution Now Supporting CX Leaders More on the CXM Journey?
The landscape of Customer Experience Management (CXM) has witnessed a remarkable transformation within the advent of Generative AI (generative artificial intelligence). Based on periodic comprehensive studies conducted by Everest Group with customer experience (CX) leaders from… -
LinkedIn Live June 12, 2024
Impact Sourcing: The Asset Enterprises Could be Missing
While the impact sourcing model continues to gain momentum with service providers embracing inclusive talent strategies, enterprise buyers are yet to recognize the win-win value of the model. Watch this interactive LinkedIn Live event to discover… -
Viewpoint June 05, 2024
The Indispensable AI Duo: Transforming Experiences with Generative AI and Conversational AI (CAI)
Over the past year, gen AI has garnered significant attention due to innovations such as ChatGPT. Powered by Large Language Models (LLMs), gen AI enables human-like conversations. It has broad applications, particularly within Intelligent Automation (IA),… -
Webinar March 07, 2024
Delivering Commercial Value in Outsourcing Contracts to APAC Clients in 2024
Last year, the outsourcing industry faced a noticeable slowdown in demand. Now, with nudges at a potential recovery in the latter part of 2024, enterprises in the APAC region should proactively prepare for the possibility of… -
Thematic Report March 07, 2024
Webinar Deck: Delivering Commercial Value in Outsourcing Contracts to APAC Clients in 2024
Last year, the outsourcing industry faced a noticeable slowdown in demand. Now, with nudges at a potential recovery in the latter part of 2024, enterprises in the APAC region should proactively prepare for the possibility of… -
Blog Feb. 27, 2024
Leveraging Strategic Partnerships to Unlock the Potential of Gen AI in Customer Experience Management
By strategically partnering with third-party providers, enterprises can fully harness the potential of gen AI in customer experience management. Learn insights from our latest survey on enterprise readiness for gen AI adoption and how collaborating with… -
Viewpoint Feb. 23, 2024
Generative AI in CXM: Assessing Enterprise Readiness for this Disruptive Transformation
With the emergence of generative AI models, enterprises are increasingly investing in this technology. Organizations recognize generative AI’s transformative potential across various industries, particularly in Customer Experience Management (CXM). Generative AI’s ability to generate content, identify… -
Blog Nov. 27, 2023
Choosing the Right ServiceNow Model for your Organization: Comparing Shared and Dedicated Instances
Deciding betweenServiceNow’s dedicated and shared instances can be challenging for organizations. By comparing the options against seven key parameters ranging from organizational size and business process complexity to the cost of ownership and customization options, enterprises… -
Blog Sep. 08, 2023
Generative AI’s Impact on the Talent Market: Unraveling its Effects on Training and Recruitment Versus the Environment and Society
The emergence of Generative Artificial Intelligence (GAI) has sparked a complex debate in the global talent market. The acindustry faces a paradox in balancing the transformative advances the technology brings to training and recruitment with its… -
2023 will be a challenging year for shared services. Our “running list” of complications (lack of buy in, reputational issues, poor access to IT hours, teams being stretched, knowledge retention) is being compounded by economic stagnation,…
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