All Reports Events Blogs Videos
Showing 253 results
  • Webinar Deck
    March 22, 2022

    On March 22, Everest Group hosted a webinar titled, "How Are European Organisations Riding the Global Services Headwinds?" Steeply climbing salaries and outsourcing rates, dwindling talent pools, and increasing customer expectations of service are causing organisations…
  • Viewpoint
    March 09, 2022

    Enterprises must quickly and effectively deliver a seamless digital Customer Experience (CX) in today’s digital-first business landscape. They need to jumpstart their digital initiatives while maintaining a balance between cost, quality, and risk, and manage talent…
  • LinkedIn Live
    Feb. 24, 2022

    Tuesday, February 24, 202212:00 GMT, 13:00, CET, 14:00 SAST Africa’s population is now approaching four times that of North America and Europe and will soon have more workers entering the workforce than India. So, what does…
  • Provider Compendium
    Feb. 18, 2022

    Customer Experience Management (CXM) in APAC – Service Provider Compendium features accurate, comprehensive, and fact-based snapshots of 10 CXM service providers in APAC, including their scale of operations, digital solutions, and delivery locations, along with Everest…
  • Webinar Deck
    Feb. 16, 2022

    On February 15, Everest Group hosted a webinar titled, "5 Success-driving Actions: What it Takes to Tackle Procurement Challenges in 2022. Procurement teams are uniquely positioned at the intersection of suppliers and the internal business, giving…
  • Event
    Feb. 15, 2022

    Procurement teams are uniquely positioned at the intersection of suppliers and the internal business, giving them significant influence on their companies’ overarching initiatives and making them instrumental in driving innovation and transformation goals. However, obstacles like…
  • 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…
  • 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. 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,…
  • Nov. 30, 2021

    This report is available only to Outsourcing Excellence members. For information on membership, please contact us A key role of the Vendor Management Office (VMO) is to drive innovation from its most strategic suppliers, that is,…
  • 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…
  • 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…
  • Webinar Deck
    Oct. 05, 2021

    On October 5, Everest Group hosted a webinar titled, "Europe’s Global Services Market – Rapid Recovery, New Locations, and Skyrocketing Prices?"? Europe is at the forefront of the global sourcing industry’s rapid evolution, with market nuances…
  • 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…
  • Webinar Deck
    Aug. 03, 2021

    On August 3, Everest Group hosted a webinar titled, "Services Sourcing in a Constrained Economy – How to Deliver Value in a Talent Shortage." The global economy is emerging from the COVID-19 crisis with fervor. However,…
  • 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…

Items per page