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Showing 317 results
  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 16, 2026

  • Market Insights™
    June 08, 2026

  • Market Insights™
    June 08, 2026

  • 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,…
  • Viewpoint
    April 30, 2026

    Global Capability Centers (GCCs) have long served as reliable engines of cost efficiency, skilled talent, and scaled execution, delivering sustained value in an era defined by labor arbitrage and operational excellence. However, in an AI-first enterprise…
  • Conference
    April 20, 2026

    Date: May 6-7, 2026 Location: The Westin Mumbai, Powai Lake We’re a Proud Strategic Partner As AI reshapes enterprise operations, Global Capability Centers (GCCs) are approaching a fundamental inflection point. The traditional delivery-centric model is no…
  • Webinar
    April 16, 2026

    Across the global services landscape, GBS organizations that once delivered efficiency at scale are now being challenged to prove tangible business impact in an era defined by AI disruption, rising productivity expectations, and shifting sourcing dynamics.…
  • Blog
    April 15, 2026

    In the first blog in this series, we established that Global Capability Centers (GCCs) are becoming more important in Customer Experience Management (CXM) because the technology stack has shifted from a one-time platform choice to a continuously governed operating capability. In the second, we examined how Artificial Intelligence (AI) is redrawing the in-house-versus-outsourced boundary, making…
  • Blog
    March 19, 2026

    In our first blog, we discussed how Customer Experience (CX) technology is now a continuous operating capability, not a one-time platform decision. As CX stacks grow more layered and Artificial Intelligence (AI) accelerates change, GCCs can provide a durable engineering-and-operations backbone to protect experience and manage…
  • Blog
    March 17, 2026

    UJET’s launch of Agentic Experience Orchestration (AXO) marks its entry into agentic Customer Experience (CX) and reflects where the broader market is heading. The shift is no longer about whether AI can summarize conversations or recommend next-best actions. The…
  • 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…
  • Thematic Report
    Dec. 29, 2025

    As GBS organizations evolve from cost centers to strategic partners, legal services are becoming a key area of value-added support. This report provides a deep dive into how GBS centers are delivering legal operations, moving beyond…
  • Thematic Report
    Nov. 28, 2025

    Global Business Services (GBS) organizations are increasingly playing a strategic role in marketing service delivery as enterprises seek greater agility, cost-efficiency, and digital innovation. This report examines how GBS centers have moved beyond traditional campaign execution…
  • 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…
  • Thematic Report
    Nov. 14, 2025

    Global Business Services (GBS) organizations are increasingly delivering HR services that go beyond basic transactions, helping enterprises address rising demands for innovation, cost efficiency, and workforce transformation. This report analyzes how HR delivery is evolving within…
  • State of the Market
    Nov. 11, 2025

    Over the past two decades, Global Business Services (GBS) centers have evolved from cost-focused delivery hubs to integral strategic partners transforming enterprises. The GBS model today plays a pivotal role in enabling agility, scalability, and innovation…
  • Provider Compendium
    Nov. 07, 2025

    Enterprises are increasingly adopting cloud-based communication platforms to integrate messaging, voice, video, and other interaction channels into business processes without heavy infrastructure investments. Communication Platform-as-a-Service (CPaaS) solutions enable scalable, programmable communication capabilities through APIs, SDKs, and…

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