Divya Baweja

 Practice Director

About Divya

Divya Baweja is a Practice Director on the Business Process Services team and manages Everest Group’s Customer Experience Management (CXM) outsourcing offerings. Leveraging her significant consulting and research experience, she has advised many clients on CX transformation, operations and service delivery, digital CXM, KPI benchmarking, opportunity assessment, go-to-market strategy, and competitor and account intelligence.
 
She has authored thought leadership pieces on areas such as next-gen analytics, metaverse, and gen AI for the firm, and also drives industry reports across the CXM space. Prior to joining Everest Group, Divya worked as an Associate with Deloitte USI. She holds a master’s degree in business administration (MBA) from T.A. Pai Management Institute (TAPMI), and a bachelor’s degree in economics from Delhi University.

Divya's recent reports

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Customer Experience Management (CXM) in the Americas – Provider Compendium 2024

Customer Experience Management (CXM) in the Americas – Provider Compendium 2024 provides detailed and fact-based sna[...]

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Webinar Deck: The Year in Review for CXM: Market Developments and the Outlook for 2025

After experiencing significant growth post-pandemic, the customer experience management (CXM) market hit turbulen[...]

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Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2024 – EMEA

The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult ma[...]

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Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2024 – APAC

In 2023, the APAC region's Customer Experience Management (CXM) market witnessed moderate growth, fueled by the[...]

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