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  • NEW
    Blog
    Aug. 03, 2026

    In Part 1 of this series, Why the Migration Clock Has Already Started, we explained why Banking, Financial Services and Insurance (BFSI) enterprises cannot wait for a formal mandate to begin their Post-quantum Cryptography (PQC) migration and estimated a roughly US$7 billion spending opportunity across the top…
  • Blog
    July 27, 2026

    Why R&D execution is becoming a human discipline again  For a moment, let’s take a mini break from Artificial Intelligence (AI). I know how that sounds given how obvious it is as a focus area, but almost every Research & Development (R&D) leader I speak with is still facing a human…
  • Blog
    July 21, 2026

    Current state of cryptography in BFSI  Banks, insurers, and capital markets enterprises have been using cryptography for a long time across every important part of their business. It protects everything from mobile payments to complex trading platforms and third-party connections.  …
  • Blog
    July 08, 2026

    Customer service technology has usually been priced around seats, interactions, or platform use. Salesforce began challenging that model with Agentforce, which launched with pricing starting at US$2 per conversation. With Agentforce Help Agent, Salesforce is extending that approach…
  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • Blog
    June 15, 2026

    Every year, a similar ritual plays out in organizations around the world. Research and Development (R&D) leaders spend weeks preparing business cases, defending last year's programs, and negotiating incremental budget increases, almost as a routine.   Finance approves a number, eventually, projects continue to roll on,…
  • Webinar
    June 08, 2026

    CRM strategies are being reconsidered, but are you ready?  Many companies are finding that their CRM strategy no longer reflects how customer engagement and service delivery actually happen across the business. Sales, marketing, and service teams are increasingly working across disconnected systems, while AI copilots and autonomous agents are reshaping how customer…
  • Tech Provider Spotlight
    May 25, 2026

    Voice remains a critical channel for Customer Experience Management (CXM), particularly for high-volume, urgent, complex, or sensitive interactions. However, traditional voice operations continue to face challenges such as demand volatility, long wait times, fragmented systems, inconsistent…
  • Viewpoint
    May 20, 2026

    Enterprises are seeking to improve customer outcomes while managing cost-to-serve, fragmented processes, and rising service complexities. Agentic AI addresses these challenges by enabling autonomous workflow execution within the contact center, with the ability to interpret context,…
  • Webinar
    May 15, 2026

    AI investment in CX is surging. Real impact is not. Rising expectations, tighter budgets, and an increasingly tangled vendor landscape are forcing a shift toward agentic AI and new ownership models. Yet most organizations remain stuck…
  • Webinar
    May 14, 2026

    R&D is where growth bets are won or quietly abandoned in the current era of technological acceleration. What was once a function-led cost center is now becoming a technology enabled, portfolio-driven engine of value. R&D has…
  • 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…
  • Blog
    May 05, 2026

    Amazon Connect has never really struggled with capability. It has consistently been strong on scalability, flexibility, and deep integration within the Amazon Web Services (AWS) ecosystem. If you needed a cloud-native contact center platform that could…
  • Pulse
    April 29, 2026

    Pulses deliver forward-looking insights into the evolution and impact of science, technology, and trends on global transformation. By engaging with our Pulses, you will gain a deeper understanding of each topic's significance, the key innovators driving…
  • State of the Market
    April 27, 2026

    This report analyzes the transformation in outsourced sales from fragmented, activity-led execution to integrated, outcome-driven revenue systems. It highlights how enterprises are shifting toward pipeline-backed growth, AI-enabled decisioning, and tighter alignment across sales, marketing, and operations.…
  • Blog
    April 27, 2026

    I recently spoke at an Everest Group event in Tokyo about the forces likely to shape high-performing Japanese enterprises in 2026 and beyond. What stood out to me in that discussion was not a lack of awareness –…
  • Blog
    April 24, 2026

    For over two decades, global Customer Experience (CX) delivery has been anchored in the core principle of cost optimization. The largest and the most effective tool enterprises have used to that end has been through offshore…
  • 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.  …

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