Category: CX / Customer Experience

Leveraging AI for CX | LinkedIn Live

LINKEDIN LIVE

Leveraging AI for CX

Watch this event on LinkedIn which was delivered live on Wednesday, June 5 2024

To meet evolving customer expectations, businesses are seeking to develop artificial intelligence (AI) tools to enhance their customer experiences. From personalizing experiences to providing in-depth analytics, the potential for AI to transform CX and its management is profound. 🚀

Watch this LinkedIn Live discussion with Everest Group’s Nishan Krishan, Practice Director, and Ashish Sehdev, Vice President, to learn about how to utilize AI and its latest iteration, generative AI, for anticipating CX needs, creating adaptive strategies, and developing unforgettable CX. 💡

During this engaging LinkedIn Live, we discussed:

✅ The use cases enabled by AI in CX 🤖
✅ The RoI and productivity gains enabled by AI in CX
✅ Generative AI and its disruptive potential for CX

Krishan Nisha gray square 1
Practice Director
Everest Group
Sehdev Ashish gray square
Vice President
Everest Group
Kumar Santhosh
Aniruddha edited

Key Insights: The Evolving Commercial Technology Landscape in Life Sciences | LinkedIn Live

Linkedin Live

Key Insights: The Evolving Commercial Technology Landscape in Life Sciences

View the event on LinkedIn, which was delivered live on Thursday, April 25, 2024.

Life sciences enterprises are facing a pivotal juncture that demands a strategic decision regarding their CRM ecosystems after the Veeva-Salesforce split. 🧬💼

Watch this interactive LinkedIn Live discussion as our expert analysts explore the critical shift from CRM ecosystems to CX platforms and the next-gen technologies poised to deliver personalized CX. They will also examine the substantial opportunity for technology providers as enterprises update their CRM environments. 🚀🔍

What questions did this LinkedIn Live answer for the participants?

• Which high-priority modules across CRM/CX platforms are enterprises most interested in? 🎯
• Which functions within the life sciences commercial segment are more mature vs. others in terms of next-gen technology adoption? 💡
• What is the market sentiment around the Veeva-Salesforce split? 📊

Meet the Presenters

Ambati Durga
Practice Director
Everest Group
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Practice Director
Everest Group
Satija Chunky
Vice President
Everest Group

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

on-DEMAND WEBINAR

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

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

Watch this insightful webinar on navigating the outsourcing landscape, led by our experts Divya Baweja, Practice Director, and David Rickard, Partner. They discussed the potential benefits and risks of outsourcing the CXM function and outlined best practices and key considerations to make when taking this step.

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

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

What questions did 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
Baweja Divya
Practice Director
Rickard David
Partner
Kumar Santhosh
Aniruddha edited

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

LINKEDIN LIVE

Implementing Gen AI for CXM: The Data Challenge

View the event on LinkedIn, which was delivered live on Wednesday, April 17, 2024.

🚀 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.

📣 Watch 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. 📊

During this engaging LinkedIn Live, we discussed:

⭐ 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

 

Meet the Presenters

Rickard David
Partner
Everest Group

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

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

Barwe Rahul
Vice President
Everest Group
Rickard David
Partner
Everest Group
Verma Kunal
Vice President​
Everest Group
Aniruddha edited

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

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

Hung Shirley
Everest Group

The Generative AI Advantage in Enterprise CXM Operations | Webinar

on-demand webinar

The Generative AI Advantage in Enterprise CXM Operations

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
Biswas_Chandan_Chhandak
Practice Director
Rickard David
Partner

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

ON-DEMAND WEBINAR

Key Issues 2024: Creating Accelerated Value in a Dynamic World

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
Agarwalla Hrishi
Vice President
Malhotra Bhanushee
Practice Director
Mittal Alisha
Vice President
Ranjan Rajesh
Partner

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

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
Baweja Divya
Senior Analyst
Das Anubhav 300x300 1
Practice Director
Rickard David
Partner

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

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.

Register

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

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