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Showing 32 results
  • NEW
    PEAK Matrix®
    May 28, 2026

    Vendor Management System (VMS) platforms are becoming increasingly important as enterprises seek to improve visibility, governance, compliance, and efficiency across end-to-end contingent workforce programs, including services procurement and independent contractor management. Organizations across industries and geographies…
  • NEW
    Webinar
    May 26, 2026

    There is no question that GBS organizations are becoming adept at improving service experience. Fewer escalations. Better self-service. Smoother workflows. Higher stakeholder satisfaction. Stronger trust. There is clearly juice in SX. The harder question is whether…
  • Viewpoint
    Nov. 10, 2025

    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

    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

    Language Translation Products View the Full Report
  • Tech Provider Spotlight
    Jan. 31, 2025

    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

    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

  • State of the Market
    Oct. 25, 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…
  • Viewpoint
    Sep. 17, 2024

    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

    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…
  • Viewpoint
    June 05, 2024

    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),…
  • Market Insights™
    March 12, 2024

  • Market Insights™
    March 12, 2024

  • Market Insights™
    March 12, 2024

  • Provider Compendium
    March 08, 2024

    As life sciences enterprises adapt to the post-pandemic market, global macroeconomic uncertainties and geopolitical disruptions are compelling biopharmaceutical and medical devices enterprises to rethink their future growth strategy. These enterprises are rationalizing and restructuring their portfolios,…
  • Blog
    Feb. 27, 2024

    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

    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…
  • Viewpoint
    Feb. 05, 2024

    In the rapidly evolving life sciences landscape, where the pursuit of innovative therapies and life-saving drugs never ceases, science and technology are increasingly playing a vital role. High-performance Computing (HPC) stands at the forefront of this…
  • PEAK Matrix®
    Jan. 18, 2024

    As life sciences enterprises adapt to the post-pandemic market, global macroeconomic uncertainties and geopolitical disruptions are compelling biopharmaceutical and medical devices enterprises to rethink their future growth strategy. These enterprises are rationalizing and restructuring their portfolios,…

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