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Research Relations

Katrina Menzigian

Vice President

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Katrina Menzigian, Vice President, Everest Group, leads the firm’s research practices on Contact Center Outsourcing and Customer Experience Services, Finance and Accounting Outsourcing, and Procurement Outsourcing services. These practices involve both ongoing subscription research and custom decision support projects for enterprises and services providers. Katrina also is a frequent participant and presenter at industry forums, webinars, and client sessions. She brings 20 years of experience in conducting market research, developing competitive intelligence, and advising service providers and buyers on a wide range of outsourcing, offshoring, and BPS issues to her role.

Katrina also leads Everest Group’s Research Relations program. In this role, she is responsible for offering Everest Group’s point of view on critical developments within the global services industry. This includes engaging with key service provider and enterprise executives, industry organizations, and other stakeholders to ensure enduring collaborative relationships.

Katrina’s past roles include VP of BPO Research at IDC, and research and consulting roles at the American University of Armenia, and the Edward R. Murrow Center for International Communications at Tufts University.

She holds an MA of International Affairs from The Fletcher School at Tufts University, and a double BA from the University of California at Berkeley.


From My Perspective

“Having been in the market research business for a number of years, I’ve come to appreciate how Everest Group continuously re-invents itself as the market changes, while at the same time sticking to some solid core values. Our presence in the market has grown consistently because we have consistently invested in our people, our relationships in the market, and our own organization.”


Recent-Research Katrina's Recent Reports

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Finance & Accounting Outsourcing (FAO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017

The global multi-process FAO market witnessed a robust growth of 9-10% in 2016. The demand for[...]
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Finance & Accounting Outsourcing PEAK Matrix - 2017 - PEAK Matrix Preview

Everest Group's fact-based PEAK Matrix™ assessment is the most trusted analysis of service provider capabilities, coveri[...]
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Chatbots Delivering Enhanced Customer Experience: It’s Easy to Get It Wrong

Increasing focus on self-service, as well as the need to improve customer experience, is pushing enterprises to focus on r[...]
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Philippines Pivoting to Deliver Customer Experience of the Future

In this digital era, enterprises are expecting contact centers to drive strategic initiatives that impact business outcomes, and not j[...]
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Recent-Research Katrina's Blog Posts

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Omnichannel CX: Conquering the Challenges | Sherpas in Blue Shirts

Customers have stopped thinking about channels. It’s the experience that matters to them now – regardless of the channel they cho[...]
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Chatbots are Getting Smarter, and That’s Good News for Contact Centers | Sherpas in Blue Shirts

Enterprises and their contact center operations are increasingly adopting self-service technologies to[...]
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CX and the Philippines: An Evolving Value Proposition | Sherpas in Blue Shirts

For the last several years, the Philippines’ value proposition as the leading contact center delivery location has been[...]
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Analyst Relations Newsletter Q3 2017 | Key Highlights from Custom Research

Case Study I: Everest Group supported the India GIC of a global top-5 technology company in its growth plans for software pro[...]
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