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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Webinar Deck: Navigating the Outsourcing Landscape: A Comprehensive Guide for First-time Outsourcers in Customer Experience Management (CXM)

What are the key considerations when choosing a customer ex[...]

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Generative AI in CXM: Assessing Enterprise Readiness for this Disruptive Transformation

With the emergence of generative AI models, enterprises are increasingly investing in this technology. Organizat[...]

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Strategic Keys: Unlocking the Potential of Customer Experience Management

In today’s dynamic business environment, enterprises confront complex challenges arising from global economic shifts and rap[...]

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Customer Experience Management (CXM) Services – Provider Compendium 2023

Customer Experience Management (CXM) Service Provider Compendium 2023 provides detailed and fact-based snapshots of 54 CXM se[...]

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