Navigating the CXM Outsourcing Landscape: A Comprehensive Guide for First-time Outsourcers | Webinar

April 23, 2024

Live Webinar

Navigating the CXM Outsourcing Landscape: A Comprehensive Guide for First-time Outsourcers

April 23, 2024 |

9 a.m. CDT | 10 a.m. EDT | 3 p.m. BST | 7:30 p.m. IST

What are the key considerations when choosing a customer experience management (CXM) outsourcing partner for the first time?

Join this insightful webinar on navigating the outsourcing landscape, led by our experts Divya Baweja, Practice Director, and David Rickard, Partner. Discussing the potential benefits and risks of outsourcing your CXM function, our advisors will outline best practices and key considerations to make when taking this step.

Attendees will glean insights into CXM outsourcing during early maturity stages and come away with strategies for the effective selection of suitable outsourcing partners from our leading experts in this field.

Additionally, service providers can get an overview addressing the unique requirements of first-time outsourcers.

What questions will the webinar answer for the participants?

What are the benefits and risks associated with outsourcing in the early maturity or first-time stages?
What are the best practices for selecting the right outsourcing partner?
How can a service provider address the unique demands of first-time outsourcers?

Who should attend?

Customer experience leaders
Chief customer officers
SVP Customer Experience
Heads of Outsourcing
Procurement Managers
Contact center leaders

Divya Baweja

Practice Director

David Rickard

Partner

Implementing Gen AI for CXM: The Data Challenge | LinkedIn Live

April 17, 2024

LINKEDIN LIVE

Implementing Gen AI for CXM: The Data Challenge

April 17, 2024 |

9 a.m. CDT | 10 a.m. EDT | 3 p.m. BST | 7:30 p.m. IST

🚀 Generative AI (gen AI) has the potential to revolutionize customer support, as well as reduce operational costs. However, to leverage gen AI for its maximum capabilities, it will be vital to base AI learnings on excellent quality data that is well managed and controlled.

📣 Join this LinkedIn Live session with Everest Group’s David Rickard, Partner, and guest David Ilett, Consulting Director from Davies, to explore practical examples of implementing gen AI for customer experience (CX). Learn about the main challenges organizations face with data provision for AI and understand how to plan adequately to avoid the common pitfalls. 📊

Participants will get a complimentary offer during the event. Sign up now to book your place! 🎉

During this engaging LinkedIn Live, we’ll discuss:

⭐ The main challenges facing enterprises when deploying gen AI 🌐
⭐ The scale of the data provision challenge 📈
⭐The practical steps that organizations can take to leverage gen AI

Register now for this LinkedIn Live event! 📆

David Rickard

Partner

Everest Group

David Ilett

Consulting Director

Davies Consulting

REGISTER ON LINKEDIN

How Will Next-gen Technologies Be Financed in CXM Delivery? | LinkedIn Live

March 14, 2024

LinkedIn Live

How Will Next-gen Technologies Be Financed in CXM Delivery?

View the event on LinkedIn, which was delivered live on Thursday, March 14, 2024.

In 2024, technology will likely be a significant differentiator in customer experience (CX) services, offering overall improved customer experiences and cost rationalization of CX services offered. Forward-thinking enterprises are questioning how new technologies such as generative AI (gen AI) will be commercialized and how it will impact CX services. 🌐

Watch this LinkedIn Live discussion with Everest Group’s David Rickard, Partner, Kunal Verma, Vice President, and Rahul Barwe, Vice President, to learn about emerging technologies’ impact on CX services and how they can be leveraged for commercial gain. 📈🔍

During this engaging LinkedIn Live, we discussed:

✅ The recent technologies being included in CX outsourced deals
✅ The impact of these technologies on pricing models for CX services
✅ How to commercialize Gen AI solutions

Meet the Presenters

Rahul Barwe

Vice President

Everest Group

David Rickard

Partner

Everest Group

Kunal Verma

Vice President

Everest Group

Leveraging Gen AI to Enhance CXM: From Innovation to Implementation | LinkedIn Live

February 29, 2024

LINKEDIN LIVE

Leveraging Gen AI to Enhance CXM: From Innovation to Implementation

View the event on LinkedIn, which was delivered live on Thursday, February 29, 2024.

While we recognize the huge potential of generative AI (gen AI) in enhancing Customer Experience Management (CXM), the questions on everyone’s mind are: How do we make it work in real-world scenarios, and where do we start?

Watch this interactive LinkedIn Live session to hear from Arte Merritt, Founder of Reconify, and Everest Group analysts, Shirley Hung and Sharang Sharma. We explored the roadmap for gen AI implementation, discuss what global businesses are considering in terms of deployment, address challenges, and examine whether companies should take on this journey independently or collaboratively.

During this event, we dove into questions such as:

Where do you start with your gen AI journey for CXM?
What areas should you be looking at immediately for implementation?
How do you co-innovate to minimize risks?

Meet the Presenters

Shirley Hung

Partner

Everest Group

Sharang Sharma

Vice President

Everest Group

Arte Merritt

Founder

Reconify

The Generative AI Advantage in Enterprise CXM Operations | Webinar

February 6, 2024

on-demand webinar

The Generative AI Advantage in Enterprise CXM Operations

WATCH THE WEBINAR ON-DEMAND

Enterprises are embracing generative AI’s transformative potential in today’s rapidly evolving CXM landscape. As businesses strive to stay competitive and adapt to changing market dynamics, they are increasingly exploring its power to deliver personalized customer experiences.

In this webinar, our analysts discussed how enterprises are looking at generative AI-based solutions adoption to improve CX and contact center operations, the business impact of generative AI, and what we’ve learned about this revolutionary technology that can drive future growth.

What questions has this webinar answered for the participants?

What are the key areas in which generative AI is being deployed for CX services?
How positive are enterprises about generative AI implementation, and how are they going about it?
How do we expect generative AI-based solutions in CX to mature?

Who should attend?

CXOs (CEO, CCO, CIO, CTO)
CXM strategy/global heads
CXM outsourcing heads
CXM strategy heads
Customer service heads
CXM service delivery heads
Supplier and vendor managers

Chhandak Biswas

Practice Director

David Rickard

Partner

Key Issues 2024: Creating Accelerated Value in a Dynamic World | Webinar

December 12, 2023

ON-DEMAND WEBINAR

Key Issues 2024: Creating Accelerated Value in a Dynamic World

WATCH THE WEBINAR ON-DEMAND

In an era of ceaseless change, ever-evolving market dynamics, and an unrelenting demand for progress, the traditional pace of value creation is no longer enough. Creating accelerated value has become paramount for business leaders.

How do you achieve accelerated value? Enterprises must embrace innovation while effectively managing change. This approach will help businesses navigate rapid transformation while ensuring stability and sustainability.

Watch this webinar to gain valuable insights into the current perspectives of IT-BP industry leaders.

We discussed the major concerns, expectations, and trends for 2024 and provided recommendations on how to drive accelerated value from global services – helping position organizations to plan and align goals and succeed in 2024.

What questions has the webinar answered for the participants?

What are the key challenges and priorities and the outlook for global services in 2024?
What are the likely changes in sourcing spend, sourcing strategy (in-house vs. outsource), and locations?
Which digital services and next-generation capabilities are expected to be in demand?
How will generative AI impact the global services industry?
How are outsourcing deals, enterprises’ leverage of service providers, and bill rates expected to change?

Who should attend?

CIOs, CDOs, CTOs, CFOs, CPOs
Service providers
GBS / Shared services center heads
Global services leaders
Locations heads

Hrishi Agarwalla

Vice President

Bhanushee Malhotra

Practice Director

Alisha Mittal

Vice President

Rajesh Ranjan

Partner

2023 Global CXM Outsourcing Landscape: Key Players, Emerging Trends, and Future Opportunities | Webinar

November 14, 2023

On-Demand Webinar

2023 Global CXM Outsourcing Landscape: Key Players, Emerging Trends, and Future Opportunities

Access the on-demand webinar, delivered live on November 14, 2023.

Enterprises remain committed to improving customer loyalty and retention, and outsourcing has been an indispensable lever in enhancing customer experience management (CXM) worldwide – meeting evolving enterprise needs through tech partnerships and tools like generative AI for scalable personalized customer experiences.

Watch this on-demand webinar where we explored the state of the global CXM outsourcing market in 2023. Our CXM expert analysts discussed the current landscape, regional considerations, emerging trends, digital CX landscape key players, and future opportunities in the CXM outsourcing industry.

What questions does the on-demand webinar answer for the participants?

What is the current state of the global CXM outsourcing market in terms of size, growth rate, and regional variations?
What are the emerging trends and industry dynamics shaping the CXM outsourcing landscape globally, including the impact of generative AI?
How is the global competitive CXM outsourcing landscape evolving?

Who should attend?

Customer experience leaders
Chief customer officers
SVP customer experience
Head of outsourcing
Procurement managers
Contact center leaders

Divya Baweja

Senior Analyst

Anubhav Das

Practice Director

David Rickard

Partner

The Global Brands’ Essential Guide to Navigating CX Delivery | Webinar

October 17, 2023

Webinar

The global brands' essential guide to navigating CX delivery

October 17, 2023

8:00 AM PT | 10 AM ETT

Join this expert panel featuring Everest Group Partner and CX expert, David Rickard, to discover how multi-regional and global brands can grow and deliver game-changing customer experiences.

They will discuss:

The market landscape driving global CX strategy
Where to focus in the customer journey to achieve excellent CX
How brands can benefit from a global CX partner

David Rickard

Partner, Everest Group

Nora Boros

Chief Global Sales Officer, Webhelp

Gamification: Unleashing the Full Potential of Your Contact Center Agents | Webinar

September 14, 2023

Webinar

Gamification: Unleashing the full potential of your contact center agents

September 14, 2023

12:00 PM EST | 9:00 PM ISTST

Everest Group’s Chhandak Biswas will join a webinar to discuss how gamification can transform the customer experience management (CXM) landscape and create a motivated, high-performing workforce.

The panel will discuss:

How gamification works
How gamification benefits contact centers
The key aspects of a gamified experience ecosystem
The path to successful implementation and how to overcome challeneges
The future of gamification in CXM

Chhandak Biswas

Practice Director, Everest Group

Aditi Bhandari

Vice President, Marketing, Startek

Generative AI in Customer Experience: Use Cases and Responsible Adoption | LinkedIn Live

July 12, 2023

LINKEDIN LIVE

Generative AI in Customer Experience: Use Cases and Responsible Adoption

View the event on LinkedIn, which was delivered live on Wednesday, July 12, 2023.

Generative AI (GAI)💻 is rapidly gaining traction in customer experience (CX), with organizations striving to grab hold of the possibilities, real-world use cases, and what constitutes responsible adoption 📥.

📢 📢Join this LinkedIn Live session as our experts highlight the vast potential of GAI in CX and explore 🌟🔎 how this revolutionary technology can be applied within a variety of CX use cases, from streamlining marketers’ content supply chains to optimizing UI/UX value chains, and driving efficiencies in the creative development process.

We will also examine the future implications of GAI for both enterprises and service providers.

What questions will the event answer for the participants?

• What is GAI?
• What potential does it have in the experience services space?
• What are the real-world use cases 👁 that enterprises are currently focusing on?

Nisha Krishan

Practice Director | Everest Group

George Ioannou

Founder | Ioannou Ventures

Chirajeet Sengupta

Partner | Everest Group

Announcing our inaugural conference: Everest Group Engage, The Pragmatic Edge: Designing Your Future. Learn more.

Category: CX / Customer Experience