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  • Thematic Report
    Jan. 31, 2022

    Brazil is one of the largest Customer Experience Management (CXM) markets in Latin America due to its large population. It is dominated by local CXM service providers, along with a few global providers. Most Brazilian CXM…
  • State of the Market
    Jan. 17, 2022

    The Finance and Accounting (F&A) industry remained resilient during the pandemic despite various disruptions and is, in fact, projected to grow significantly over the next few years. With increased openness among organizations to engage with third…
  • State of the Market
    Jan. 17, 2022

    As organizations align their procurement goals with their strategic business agendas, they expect procurement to drive business outcomes such as risk management, innovation, working capital optimization, and spend visibility, in addition to its more traditional cost-saving…
  • Viewpoint
    Dec. 17, 2021

    Risk management is a vital component of supplier management and is in the spotlight today amid the evident failure of certain large corporations to build adequate resilience in their operating models. Organizations realize that they can…
  • PEAK Matrix®
    Dec. 14, 2021

    The pandemic caused disruptions to the global supply chain on an unprecedented scale, including supply discontinuity, changes in customer demand and buying patterns, and production disruptions due to a limited inventory. Supply Chain Management (SCM) service…
  • PEAK Matrix®
    Dec. 03, 2021

    The Customer Experience Management (CXM) market in APAC has grown steadily in the last few years due to the increased demand for outsourcing, as enterprises aspire to leverage digital solutions, balance risks, and grow their businesses,…
  • Provider Compendium
    Oct. 21, 2021

    Customer Experience Management (CXM) in EMEA – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 25 service providers, including scale of operations, technology solutions, portfolio mix, and delivery locations, along with Everest Group’s PEAK…
  • 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…
  • Provider Compendium
    Oct. 08, 2021

    Finance and Accounting Outsourcing (FAO) – Service Provider Compendium 2022 provides accurate, comprehensive, and fact-based snapshots of 28 FAO service providers. It offers a detailed profile of each FAO service provider – with a comprehensive study…
  • Viewpoint
    Oct. 08, 2021

    COVID-19 has compelled organizations to take a hard look at their business models and associated societal license to operate. Organizations recognize that they cannot go about their businesses in isolation from their people, society, and environment.…
  • 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…
  • Viewpoint
    Oct. 04, 2021

    Cost-optimization initiatives are among the top organizational priorities to not only preserve value, but also emerge stronger from COVID-19-induced disruptions. As organizations look for new avenues to drive cost reductions, they should focus on the procurement…
  • Provider Compendium
    Sep. 30, 2021

    Procurement Outsourcing (PO) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 19 service providers, including their scale of operations, technology solutions, and delivery locations, along with Everest Group’s PEAK Matrix® service provider assessment.…
  • 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®…
  • Webinar Deck
    Sep. 21, 2021

    On September 21, Everest Group hosted a webinar titled, "5 New Ways to Drive Strategic Results from Procurement Outsourcing." In recent years, procurement has evolved from predominantly focusing on savings and operational excellence to a more…
  • 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…
  • PEAK Matrix®
    Aug. 31, 2021

    Despite the pandemic, the global multi-process Finance and Accounting Outsourcing (FAO) market continued to grow at a steady rate of 5-7% in 2020. While transaction volumes and large-scale initiatives, especially in heavily impacted industries, shrank for…
  • 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. 23, 2021

    Following the COVID-19 pandemic, businesses are increasingly expecting procurement to drive business outcomes such as risk management, innovation, working capital optimization, and spend visibility, in addition to the function’s more traditional cost-saving responsibilities. Procurement Outsourcing (PO)…

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