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  • Market Insights™
    Jan. 26, 2024

  • Briefings
    Jan. 25, 2024

    Event 2024 Landscape: What will Enterprises expect from Gen AI and their Service Providers? January 25 8:30 a.m. - 10:30 a.m. BST | Central London At our exclusive Breakfast Briefing in London, we shared insights following…
  • Market Insights™
    Jan. 18, 2024

  • Provider Compendium
    Dec. 22, 2023

    Customer Experience Management (CXM) Service Provider Compendium 2023 provides detailed and fact-based snapshots of 54 CXM service providers. Each profile offers a comprehensive view of the provider’s scale of operations, digital solutions, portfolio mix, and delivery…
  • Viewpoint
    Dec. 11, 2023

    As a content moderation engine, generative AI holds immense potential to deliver substantial benefits for T&S by scaling efforts for content moderation and providing more consistent and accurate results. However, with its adoption still in early…
  • Thematic Report
    Dec. 08, 2023

    Introduction Digital Customer Experience Management (CXM) leverages a multi-layered ecosystem of technologies and concepts to provide unparalleled CX. The integration of gen AI and Large Language Models (LLMs) into this dynamic ecosystem enables enterprises to unlock…
  • State of the Market
    Dec. 07, 2023

    Amid global disruptions and challenging economic conditions, organizations are prioritizing cost savings, driving the CXM outsourcing industry to play a pivotal role. Service providers are addressing economic downturns across industries and regions by focusing on cost…
  • Viewpoint
    Dec. 01, 2023

    Generative AI presents a dual role in Trust and Safety (T&S), acting as both a solution and a challenge. While it offers the ability to moderate content, its proficiency in content creation introduces new T&S use…
  • State of the Market
    Nov. 30, 2023

    The number of organizations that are proactively investing in ESG-related initiatives, is on the rise. It is essential to recognize that ESG is no longer a niche concern but a central aspect of business strategy. ESG…
  • Blog
    Nov. 27, 2023

    Deciding betweenServiceNow’s dedicated and shared instances can be challenging for organizations. By comparing the options against seven key parameters ranging from organizational size and business process complexity to the cost of ownership and customization options, enterprises…
  • Event
    Nov. 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…
  • Webinar Deck
    Nov. 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…
  • State of the Market
    Oct. 19, 2023

    In today's ever-evolving business landscape, the Chief Marketing Officer (CMO) faces a plethora of internal and external challenges such as complex macroeconomic conditions, shifting customer preferences, expanding digital and technology landscape, organizational dynamics, and marketing's evolving…
  • Event
    Oct. 17, 2023

    Webinar 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…
  • Event
    Oct. 05, 2023

    WATCH THE WEBINAR ON-DEMAND Over the past few years, enterprises have invested significantly in robust Trust and Safety (T&S) infrastructures in partnership with service and tech providers. However, economic conditions and the advent of new technology…
  • Webinar Deck
    Oct. 05, 2023

    Over the past few years, enterprises have invested significantly in robust Trust and Safety (T&S) infrastructures in partnership with service and tech providers. However, economic conditions and the advent of new technology have significantly disrupted the…
  • Viewpoint
    Sep. 29, 2023

    The explosion of user generated content and emerging technologies, such as generative AI, have made it increasingly difficult for enterprises to guard against objectionable content being placed alongside their advertisements. Ensuring advertisements are placed alongside content…
  • Event
    Sep. 27, 2023

    Conference World procurement excellence summit September 27, 2023 David Rickard, Partner at Everest Group, will be speaking at the World Procurement Excellence Summit. His will discuss how sourcing teams should adapt to emerging technology trends: The…
  • Location Spotlight
    Sep. 20, 2023

    Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by country and city. The reports help global sourcing practitioners or location strategy professionals stay ahead of the…
  • Webinar Deck
    Sep. 20, 2023

    In today’s fast-evolving business landscape, the demand for exceptional customer experiences in Europe is on the rise. Factors such as language requirements, regulatory considerations, and cultural nuances will be key to getting it right as organizations…

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