Category: CX / Customer Experience

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

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.  

Register

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

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

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?

The Mid-year CXM Checkpoint: Key Learnings and What’s to Come | Webinar

On-Demand Webinar

The Mid-year CXM Checkpoint: Key Learnings and What’s to Come

The Customer Experience Management (CXM) industry has experienced incredible growth over the past several years. But what are the challenges it faces now due to the impending recession, the inflationary environment, and the increasing need to provide differentiated experiences to customers?

In this webinar, our analysts will examine the major events affecting the CXM industry in the first six months of 2023, how these events have shaped the industry, and what we can expect for the rest of the year.

Our speakers will discuss:

  • The CXM industry’s performance in the first half of 2023
  • The potential impact of next-generation technologies, such as Generative AI, on CXM
  • Major M&A activities in CXM
  • Key considerations for enterprises and service providers in the current market scenario

Who should attend?

  • CEOs, CCOs, CIOs, CTOs
  • BPO strategy/global heads
  • Head of CXM outsourcing
  • CXM strategy heads
  • Head of customer service
  • Head of CXM service delivery
  • Senior sales and marketing executives
Biswas_Chandan_Chhandak
Practice Director
Rickard David
Partner

NASSCOM GCC Conclave 2023: Upgrade your CX Game with New-age Tech | Event

EVENT

NASSCOM GCC CONCLAVE 2023: UPGRADE YOUR CX-GAME WITH NEW AGE TECH!

June 1, 2023

Everest Group’s Managing Partner, Eric Simonson, will chair a session titled, Upgrade Your CX Game with New-age Tech!, on June 1. The session will examine how, to thrive at scale, enterprises need to constantly design and redesign their experience ecosystem to be agile and responsive to customer needs. This session will discuss opportunities and challenges for the GCCs to continue implementing new technology to impact experience across stakeholders.

The 13th edition of NASSCOM GCC Conclave marks the return of a full in-person experience after three years. 

This year’s theme, Getting Ready for the Hyperconnected World, aims to emphasize continuous digital transformation via collaborative innovation and further discuss India’s role. There is an urgent need for GCC leaders to collaboratively come together to discuss their greater role to create competitive advantage for their global enterprises. It is imperative to constantly identify new growth opportunities, drive innovation with emerging tech and realign business strategies.

Will you be visiting Bengaluru for NASSCOM GCC Conclave? Let’s have a conversation! Drop in at stall number 15.

Learn more

Simonson Eric Refresh gray square
Eric Simonson
Managing Partner, Everest Group

Transforming Customer Experience in Healthcare with Hyper-personalization | LinkedIn Live

LINKEDIN LIVE

Transforming Customer Experience in Healthcare with Hyper-personalization

View the event on LinkedIn, which was delivered live on Wednesday, May 31, 2023.

🏥The healthcare industry is undergoing a major shift driven by evolving customer expectations and care delivery models as customers and patients demand more hyper-personalized experiences. To meet this demand, healthcare enterprises are leveraging customer experience platforms (CXPs) to pull in data from multiple sources, analyze it, and generate actionable insights that enhance the customer experience across pre-care, care, and post-care interactions 📈.

📣 📣Join our experts as they discuss how enterprises should look at customer experience in healthcare and how the scope has evolved to include hyper-personalized experiences that span care management, proactive grievances redressal, and billing and payments.

What questions did the event address?

✅ How should service providers and enterprises think about customer experience?
✅ What key investments are required to drive superior customer engagement in healthcare?
✅What is the current CXP supplier landscape, and who are the new players?

Meet The Presenters

Customer Satisfaction Sacrifice | LinkedIn Live

Virtual Event

Customer satisfaction sacrifice

May 18, 2021 |
9:30 AM PT | 12:30 PM ET

David Rickard, Partner, Everest Group will join industry experts to discuss how contact center leaders can redefine customer experiences while optimizing costs. Learn how to navigate through economic uncertainties and deliver results in this LinkedIn Live event.

Register for the event

Customer Satisfaction Sacrifice? Balancing CX Against Cost Reduction Pressures | LinkedIn Live

Linkedin Live

Customer Satisfaction Sacrifice? Balancing CX Against Cost reduction Pressures

Thursday, March 30, 2023
12:30 PM EST | 10:00 PM IST

David Rickard, Partner, Everest Group will join Dan Reed, Chief Customer Officer, [24]7.ai, on a LinkedIn Live event to discuss maintaining customer experience quality while optimizing operational costs. 

Register now

Frictionless Customer Experiences: The Key to Unlocking Satisfaction | LinkedIn Live

LINKEDIN LIVE

Frictionless Customer Experiences: The Key to Unlocking Satisfaction

View the event on LinkedIn, which was delivered live on Wednesday, March 29, 2023.

The ideal customer experience has shifted as customers opt for more effortless self-driven digital interactions💻. To meet this need, organizations must eliminate hurdles within the customer experience, making it seamless, simple, and frictionless.

In this LinkedIn Live session, Everest Group analysts will be joined by Bill Price, co-author of the recently published book 📕, “The Frictionless Organization: Deliver Great Experiences with Less Effort.” Bill will define the frictionless organization and how it can deliver smoother customer experiences, save money, and increase revenue 📈.

Together, the speakers will discuss key insights from the book, provide real-time analyst reactions, and offer recommendations for organizations.

What questions does the event address?

➡️ What causes friction in customer experiences?
➡️ What are the benefits of removing friction?
➡️ How can friction be removed?

Meet The Presenters

What Are the Benefits and Barriers of Impact Sourcing in CXM? | LinkedIn Live

LINKEDIN LIVE

What Are the Benefits and Barriers of Impact Sourcing in CXM?

View the event on LinkedIn, which was delivered live on Thursday, March 16, 2023.

Impact sourcing is an ethical outsourcing practice that intentionally focuses on maximizing societal and business outcomes ♻️. Over the years, we’ve witnessed growth in impact sourcing globally, specifically in customer experience management (CXM) by both traditional providers and impact sourcing specialists👥.

Impact sourcing delivers many benefits for workers, the communities around them, and businesses employing them; however, there are also barriers.

📢Watch this LinkedIn Live recording as our analysts and Global Mentorship Initiative CEO, Jon Browning, break down the benefits impact sourcing workers experience and the challenges businesses face when recruiting them.

Any organization interested in learning more about sustainability, environmental, social, and governance (ESG) objectives, and impact sourcing and is looking to get started with an initiative of their own should attend💻.

What questions does the event address?

✅ What are the key trends and drivers leading to impact sourcing demand?
✅ What are the key benefits of impact sourcing for providers and buyers of outsourcing services?
✅ What are some significant impact sourcing initiatives by traditional service providers and impact sourcing specialists?
✅ What are the recommendations for implementing impact sourcing and challenges faced by buyers and service providers?
✅ What is the future outlook of impact sourcing?

Meet The Presenters

Sharma Nimish
Analyst
Everest Group

Strategies for Customer Experience (CX) Success in an Uncertain World | Webinar

ON-DEMAND WEBINAR

Strategies for Customer Experience (CX) Success in an Uncertain World

The global customer experience (CX) outsourcing market has grown tremendously. The current market size is more than US$105 billion, and CX remains a key focus area for enterprises.

However, the CX market is now facing a new set of challenges influenced by the increasing need to provide differentiated experiences to customers – while managing mandates to reduce costs.

Join our CX experts as they explore key trends and provide recommendations on what to prioritize and how to navigate the challenges to deliver exceptional CX. 

What questions will the webinar answer for the participants?

  • What is the CX industry outlook for 2023 and how can enterprises reduce costs?
  • What are the potential challenges and trends that will impact the CX industry?
  • Which actions can enterprises and service providers take to build their CX strategies for 2023 and navigate potential challenges?

Who should attend?

  • CEOs, CCOs, CIOs, and CTOs
  • BPO strategy and global heads
  • Leaders of CXM outsourcing
  • Leaders of CXM strategy
  • Head of customer experience
  • Head of customer service
  • Head of CXM service delivery
  • Senior sales and marketing executives
Biswas_Chandan_Chhandak
Practice Director
Rickard David
Partner

How can we engage?

Please let us know how we can help you on your journey.

Contact Us

"*" indicates required fields

Please review our Privacy Notice and check the box below to consent to the use of Personal Data that you provide.