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

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

Exploring Clinical Data and Analytics: The Trends Shaping the Market | LinkedIn Live

February 21, 2024

LINKEDIN LIVE

Exploring Clinical Data and Analytics: The Trends Shaping the Market

View the event on LinkedIn, which was delivered live on Wednesday, February 21, 2024.

In the rapidly advancing field of clinical technology, pharma enterprises are faced with challenges such as fragmented data, compounded by interoperability issues and inefficiencies. There is a growing need for real-time insights and a unified data platform to enhance clinical decision-making, interoperability, and operational efficiency.

Watch this interactive LinkedIn Live session to explore how an end-to-end platform approach to clinical data and analytics can enable seamless data integration, improve data quality, accelerate trial timelines, and improve patient outcomes. Additionally, discover the evolving areas in clinical data and analytics and get a view of the outlook for this segment.

During this event, we dived into questions such as:

What are the existing pharma challenges around clinical data and analytics?
What are the key demand trends and expectations from clinical data and analytics platform providers?
What does the provider ecosystem look like in this segment?
What are some of the emerging or futuristic trends within this segment?

Meet the Presenters

Madhur Kakade

Senior Analyst

Everest Group

Chunky Satija

Vice President

Everest Group

Nisarg Shah

Practice Director

Everest Group

Key Insights into APAC’s Global Services Landscape: The 2024 Trajectory | LinkedIn Live

January 24, 2024

LinkedIn live

Key Insights into APAC's Global Services Landscape: The 2024 Trajectory

View the event on LinkedIn, which was delivered live on Wednesday, January 24, 2024.

As macroeconomic uncertainty continues to reign, the APAC market is becoming steadily more desirable for global services. 🌏 With unique talent availability and growth potential, the APAC market could be key for both buyers and providers in 2024. 🚀

Watch this LinkedIn Live session to hear how our analysts explored the demand drivers, challenges, and requirements to succeed in the APAC market.

During this event, our speakers unveiled the key issues that determined the trajectory of the APAC global services market and shared insights gathered from senior leaders across enterprises, shared services, and third-party providers in the APAC region.

During this event, we explored:

✅ What is the business outlook for 2024 in the APAC global services market? 📈
✅ What are the likely changes in sourcing patterns, investment themes, and challenges for enterprises? 💡
✅ How will generative AI impact the IT-BP services industry in APAC?
✅ What does it take to succeed in this market?

Meet The Presenters

Alisha Mittal

Vice President

Everest Group

Chirajeet Sengupta

Partner

Everest Group

The Generative AI Odyssey: A Year in Review and What’s Ahead in 2024 | Webinar

January 23, 2024

on-demand webinar

The Generative AI Odyssey: A Year in Review and What's Ahead in 2024

WATCH THE WEBINAR ON-DEMAND

In 2023, we witnessed massive investments in generative AI, with the majority coming from the supply side. Despite the initial fervor ignited by ChatGPT, the anticipated surge in enterprise adoption is yet to come. One factor contributing to this delay is the need for real-world implementation examples to make adoption more realistic and attainable.

In this webinar, our expert analysts explored the hype vs. reality of generative AI, showcased actual production-level use cases, addressed challenges head-on, and provided a glimpse into the future of this transformative technology as we move into 2024.

What questions has the webinar answered for the participants?

Beyond the hype, what does real generative AI adoption look like in enterprises?
What are the key technology trends shaping the generative AI market?
What will be the future themes across generative AI in 2024?

Who should attend?

Global enterprises
CIOs, CTOs, CDOs, Chief AI Officers (CAIO)
Technology directors, IT managers
Data & Analytics heads
ITS/BPS strategy heads
Senior AI executives
Service providers
Technology providers

Priya Bhalla

Practice Director

Vishal Gupta

Vice President

Building a Sustainable Future: Reflections on COP28 and Insights for 2024 | LinkedIn Live

December 14, 2023

LINKEDIN LIVE

Building a Sustainable Future: Reflections on COP28 and Insights for 2024

View the event on LinkedIn, which was delivered live on Thursday, December 14, 2023.

Watch this LinkedIn Live event to hear from Everest Group analysts Rita N. Soni and Nitish Mittal, and Sustainability and Climate Change Expert Babiche Veenendaal-Westerbrink. 🎙️

The speakers reflected on the progress made in 2023 to build a more sustainable future, the key takeaways from the COP28 conference – the 28th annual meeting of the international community to discuss and implement ways to combat climate change – and the outlook for 2024.

During the event, we explored:

✅ Key takeaways from COP28
✅ The 2024 sustainability outlook with a focus on technology, data, and operations implications
✅ How Everest Group is helping businesses plan and adopt strategies for a more viable future 🌱

Watch this session to gain profound insights into the challenges and opportunities ahead! 🔍

Meet the Presenters

Nitish Mittal

Partner

Everest Group

Rita N. Soni

Principal Analyst

Everest Group

Babiche Veenendaal-Westerbrink

Sustainability and Climate Change Expert

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

How AR Teams Use Research to Support Sales and Position for Competitiveness | LinkedIn Live

November 30, 2023

LINKEDIN LIVE

How AR Teams Use Research to Support Sales and Position for Competitiveness

View the event on LinkedIn, which was delivered live on Thursday, November 30, 2023.

Analyst relations (AR) teams of service and tech providers are facing increasing pressure to demonstrate the tangible value and impact of research investments for increased competitiveness and market success.

Watch this LinkedIn Live with Everest Group experts and Allan Racey, Global Talent Services Lead with Accenture. The speakers explore the strategies and that enable AR teams to bridge the gap between research and growth. This session was designed to equip AR professionals with the knowledge and tools they need to better utilize their existing research investments and identify key opportunities where custom research can effectively strengthen sales initiatives.

Participants had the opportunity to hear about instances where AR teams have achieved alignment with research investments and the objectives of their sales teams.

What questions does the event answer for participants?

How can AR teams better utilize their existing research memberships to drive value for their sales organization?
How can AR professionals better communicate the link between research and competitiveness and growth initiatives?
How can AR teams shape the discussion with their sales organization on how to leverage the value from research?

Meet the Presenters

Katrina Menzigian

Vice President, Analyst Relations Engagement

Everest Group

Molly Norton

Global Client Director

Everest Group

Allan Racey

Global Talent Services Lead

Accenture

Using OKRs for Your Sustainability Goals: It’s Time to Drive Meaningful Change | Webinar

October 12, 2023

ON-DEMAND WEBINAR

Using OKRs for Your Sustainability Goals: It’s Time to Drive Meaningful Change

WATCH THE WEBINAR ON-DEMAND

As enterprises become more sustainability-driven, traditional approaches to measuring success, such as Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), are no longer practical methods for determining objectives and measurable outcomes for pressing sustainability issues – like climate change and inequity.

Objectives and Key Results (OKRs) are a dynamic framework that offers a fresh perspective on delivering impactful metrics.

Watch as our sustainability experts discuss how enterprises can leverage OKRs for their sustainability initiatives and transition from the conventional KPI and SLA approaches to an OKR-driven methodology.

What questions does the webinar answer for the participants?

What are OKRs?
How do they differ from and/or complement more traditional KPIs and SLAs?
Why use OKRs for sustainability specifically?

Who should attend?

Sustainability tech lead
Head of sustainability services
Head of net zero transformation portfolio
Head of decarbonization
Head of diversity, equity, inclusion, and belonging (DEIB)
Head of accessibility & digital inclusion
Principal sustainability advisor
Climate change & sustainability director
Head sustainability products and platform
Head of green tech

Ronak Doshi

Partner

Prateek Singh

Practice Director

Rita N. Soni

Principal Analyst

Planning for 2024? What Service Provider Executives Should Know | Webinar

September 26, 2023

on-demand webinar

Planning for 2024? What Service Provider Executives Should Know

WATCH THE WEBINAR ON-DEMAND

As we approach the end of 2023, a year where uncertainty continued unabated, companies are beginning to think about annual planning, which for many, kicks off months before the year ends. Service providers, in particular, need to consider how the demand for their offerings will evolve in 2024 and where they should focus their time, attention, and investments to best serve this demand.

Watch this on-demand webinar to hear key analyst perspectives on the nature of the services market, what service providers may expect in the upcoming year, and how they can plan ahead.

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

What is the nature of the services market, and what can we expect going into 2024?
How will demand for services evolve in the new year?
How should service provider executives think about planning in this environment of prolonged uncertainty?

Who should attend?

Executives, senior management, and business leaders in service provider organizations

Shirley Hung

Partner

Nitish Mittal

Partner

Akshat Vaid

Partner

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

Category: Service Provider Industry