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Showing 119 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…
  • 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,…
  • 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…
  • 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…
  • 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,…
  • 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…
  • Viewpoint
    July 22, 2025

    The rise of Systems of Execution (SoE) marks a profound evolution in enterprise technology and consulting models. Unlike legacy systems of record and engagement, SoE combine structured data and user signals to autonomously sense, decide, and…
  • Viewpoint
    July 17, 2025

    This report explores the seismic shift unfolding in the consulting landscape as generative AI advances from experimental novelty to core service enabler. In the face of rising client expectations for faster insights, hyper-personalized recommendations, and outcome-based…
  • 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 10, 2025

    The age of Systems of Execution (SoE) is upon us, where intelligent, autonomous platforms do not just inform decisions but act on them in real time. This shift is rendering traditional systems and static consulting models…
  • 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…
  • Viewpoint
    March 18, 2025

    AI is at the forefront of the Customer Experience (CX) transformation. Integrating machine learning, natural language processing, and predictive analytics into contact centers is providing organizations with unprecedented opportunities to improve CX while reducing operational costs.…
  • Feb. 12, 2025

    The introduction of the “click-to-cancel” rule by the Federal Trade Commission (FTC) represents a pivotal and transformative development in the evolving landscape of Customer Experience Doc 3 (CX) in the modern era.  Set to take effect in…
  • PEAK Matrix®
    Dec. 18, 2024

    Enterprises are investing in change management to navigate complex organizational transformations due to technology advances and evolving business models. Historically, several organizations struggled to realize their digital transformation initiatives’ full potential due to the absence of…

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