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  • State of the Market
    Oct. 20, 2021

    The global conversational AI market was valued at US$700-750 million at the end of 2020, exhibiting a strong growth rate of 28-33% in 2019-20. Conversational AI is one of the key enablers of front-office automation. Businesses…
  • State of the Market
    Oct. 18, 2021

    COVID-19 has driven renewed enterprise vigor to improve customer experience. While some enterprises bore the brunt of the pandemic-induced lockdowns, others discovered innovative ways to serve their customer base. In this report, we examine the pandemic’s…
  • Blog
    Oct. 06, 2021

    While organizations are certainly familiar with on-premise technologies in contact centers, today’s enhancement on the premise-based technology model is delivering an exceptional digital customer experience, innovation, flexibility, and lower cost. Meet the Contact Center as a…
  • Provider Compendium
    Sep. 30, 2021

    Conversational AI is an ecosystem of advanced technologies and solutions that work in an integrated fashion by interacting with each other and sharing information across systems. Businesses globally are realizing the importance of conversational AI solutions…
  • Provider Compendium
    Sep. 27, 2021

    Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 37 service providers, including their scale of operations, technology solutions, portfolio mix, and delivery locations, along with Everest Group’s PEAK Matrix®…
  • Blog
    Sep. 15, 2021

    Over 70% of all Customer Experience Management (CXM) services are delivered by in-house teams, making this a huge potential market ripe for outsourcing. With our estimates pegging the global market at $325 to $350 billion a…
  • PEAK Matrix®
    Sep. 10, 2021

    The Customer Experience Management (CXM) market in Europe, Middle East, and Africa (EMEA) has experienced growth due to increased demand for outsourcing, as enterprises look to cut costs, balance risks, and overcome pandemic-induced challenges, while ensuring…
  • Thematic Report
    Aug. 27, 2021

    In the past two decades, the application of cloud-based systems has evolved rapidly, driving many enterprises to move from an on-premise operating model to a cloud-supported operating model. In the Customer Experience Management (CXM) space, this…
  • PEAK Matrix®
    Aug. 24, 2021

    Conversational AI is an ecosystem of advanced technologies and solutions that work in an integrated fashion by interacting with each other and sharing information across systems. Businesses globally are realizing the importance of conversational AI solutions…
  • Blog
    July 19, 2021

    During a global pandemic with a dire economic outlook, one surprising segment experienced its fastest growth in recent years – Customer Experience Management (CXM) services. Driven by increased demand for digital and other factors, this market…
  • Viewpoint
    July 16, 2021

    This viewpoint examines the cloud transformation journey for healthcare enterprises to operate more efficiently and resiliently. With increasing interest in a connected healthcare ecosystem and enterprise digitalization following the pandemic, cloud transformation has gained substantial traction…
  • PEAK Matrix®
    July 16, 2021

    Following the COVID-19 pandemic, Customer Experience Management (CXM) outsourcing has increased, as enterprises look to cut costs, balance risks, and maintain CX levels. They have turned to service providers to digitalize their operations, shift to non-voice…
  • Webinar Deck
    June 29, 2021

    On June 29, Everest Group hosted a webinar titled, "Creating a Skilling Strategy for the Future in Your GBS Organization." Global Business Services (GBS) organizations are evolving to become global hubs that house deep-domain expertise and…
  • Blog
    June 28, 2021

    With one of the largest acquisitions in the contact center outsourcing market in recent years, Sitel Group is poised to become a powerhouse with its acquisition of SYKES Enterprises, Inc. This union will likely set off…
  • Viewpoint
    June 21, 2021

    In recent years, customer expectations related to service and support have been increasing, and enterprises are striving to deliver superior Customer Experience (CX), as they realize the need to change their approaches to deliver greater business…
  • Webinar Deck
    May 06, 2021

    On May 6, Everest Group hosted a webinar titled, "There’s No Better Time than Now to Accelerate Digital Adoption in CXM." As organizations responded to the social distancing and lockdown measures due to COVID-19, customer experience…
  • Viewpoint
    April 23, 2021

    Following the global COVID-19 crisis, enterprises are significantly accelerating their digital Customer Experience (CX) capabilities, not only to ensure continuity in support services, but also to be better prepared for future disruptions. There is no single…
  • Viewpoint
    March 26, 2021

    This viewpoint examines the digitization of the life sciences manufacturing value chain through the Industrial Internet of Things (IIoT). The life sciences industry is leveraging IIoT to deliver an interconnected asset ecosystem. IIoT platform vendors or…
  • Provider Compendium
    March 25, 2021

    The Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 16 major WAHA CXM service providers. It offers a detailed profile of each WAHA…
  • PEAK Matrix®
    Jan. 29, 2021

    The COVID-19 pandemic significantly hit customer experience amid social distancing and lockdown measures implemented globally. It also resulted in the Work at Home Agent (WAHA) business model for delivering Customer Experience Management (CXM) services becoming a…

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