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Paritosh Doshi Emma Handler Simon Thomas Shirley Hung

PEAK Matrix®
Aug. 23, 2021

Shirley Hung

Partner

Vignesh Kannan

Vice President

Prateek Singh

Vice President

Amir Khan

Practice Director

Procurement Outsourcing (PO) – Service Provider Landscape with Services PEAK Matrix® Assessment 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)…
Thematic Report
Aug. 06, 2021

Shirley Hung

Partner

Vignesh Kannan

Vice President

A View of the Evolving Record-to-Report Technology Ecosystem

Record-to-Report (R2R) is a complex F&A process area that not only provides critical insights into a company’s strategic, financial, and operational business performance to relevant stakeholders, but is also the custodian of all organizational data. As…
Blog
July 19, 2021

David Rickard

Partner

Shirley Hung

Partner

Sharang Sharma

Vice President

CXM Market’s Dream Run – What’s Driving It and Will It Last?

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…
PEAK Matrix®
July 16, 2021

Shirley Hung

Partner

David Rickard

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Sufiyan Dayam

Analyst

Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 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…
Blog
June 28, 2021

David Rickard

Partner

Shirley Hung

Partner

Sharang Sharma

Vice President

Sitel Group’s Acquisition of SYKES Makes a Big Statement – What Does It Mean for the CXM Industry?

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 24, 2021

Shirley Hung

Partner

Ankur Verma

Vice President

Prateek Singh

Vice President

Getting Your Business in Order through Integrated Order Management

The Order Management and Fulfillment (OMF) process is a foundational part of the supply chain, impacting every process, from manufacturing to logistics to payment for goods and services procured/delivered. Yet, OMF is a cumbersome process consuming…
Viewpoint
June 14, 2021

Shirley Hung

Partner

Delivering Superior Experiences: How Positive Agent Experience Amplifies Customer Experience

As organizations transition to a post-pandemic world, they are leveraging superior customer experience as a differentiator and an engine for growth. Organizations are also recognizing that, along with the customer, the agent is a pivotal component…
Webinar Deck
May 06, 2021

Michel Janssen

Chief Research Officer

Shirley Hung

Partner

David Rickard

Partner

Sharang Sharma

Vice President

Webinar Deck: There’s No Better Time than Now to Accelerate Digital Adoption in CXM

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

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Building a Conversationally Intelligent and Automated Contact Center of the Future

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…
Provider Compendium
March 25, 2021

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Sufiyan Dayam

Analyst

Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Compendium 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

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 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…
Webinar Deck
Jan. 19, 2021

Michel Janssen

Chief Research Officer

Shirley Hung

Partner

Vignesh Kannan

Vice President

Webinar Deck: How is Finance & Accounting Outsourcing Evolving to Support CFOs in Future-Proofing Their Organizations?

On January 19, Everest Group hosted a webinar titled, "How is Finance & Accounting Outsourcing Evolving to Support CFOs in Future-Proofing Their Organizations?" Finance and accounting is not new to business process outsourcing. Not only is…
State of the Market
Dec. 18, 2020

Shirley Hung

Partner

Vignesh Kannan

Vice President

Prateek Singh

Vice President

Amir Khan

Practice Director

Elevating Procurement's Role in the Next Normal Through Digital Enablement – Procurement Outsourcing (PO) State of the Market Report 2021

COVID-19 has had a wide-ranging impact on enterprises, including increasing pressure to cut costs, maintain operational continuity, and drive efficiencies. As organizations align their procurement goals with their strategic business agendas, they expect the procurement function…
Viewpoint
Dec. 15, 2020

Shirley Hung

Partner

Vignesh Kannan

Vice President

Abhishek Singh (EPO)

Practice Director

Building Future-ready Finance in the New Normal: A Glimpse into the CFO Mindset

The threat of COVID-19 has caused unprecedented levels of global disruption, requiring businesses to reassess their priorities. CFOs are busy helping their businesses navigate through an environment characterized by extreme uncertainty. At the same time, they…
State of the Market
Dec. 10, 2020

Shirley Hung

Partner

Vignesh Kannan

Vice President

Abhishek Singh (EPO)

Practice Director

Exploring Data & Analytics, Resilience, and the Next Normal in Finance: Finance and Accounting Outsourcing (FAO) State of the Market Report 2021

The threat of COVID-19 has caused unprecedented global disruption, requiring businesses to reassess their priorities. At such a time, CFOs are supporting their businesses in navigating an environment characterized by extreme uncertainty. At the same time,…
Viewpoint
Dec. 07, 2020

Shirley Hung

Partner

Vignesh Kannan

Vice President

Bhanushee Malhotra

Vice President

Amir Khan

Practice Director

Future-proofing Supply Chain Management: Building Resilience and Agility through Digital Transformation

The COVID-19 pandemic caused multiple disruptions across global supply chains, including production disruptions and supply discontinuities, thereby exposing multiple shortcomings in traditional Supply Chain Management (SCM) practices. These weaknesses include a fragmented technology architecture, inefficient capacity/resource…
Thematic Report
Dec. 01, 2020

Shirley Hung

Partner

Akshay Pandita

Practice Director

Is Work From Home (WFH) the Future of Work? A Perspective on WFH, Locations, and Delivery Strategy Beyond COVID-19

The COVID-19 crisis has led to a marked shift in how work is carried out. As the coronavirus pandemic spread globally in early 2020 and governments ordered nationwide shutdowns, companies swiftly began to move their employees…
State of the Market
Dec. 01, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Chhandak Biswas

Vice President

Customer Experience Management (CXM) State of the Market Report on Europe, Middle East, and Africa (EMEA) 2021

The Customer Experience Management (CXM) outsourcing market in Europe, Middle East, and Africa (EMEA) has steadily grown over the last few years, driven by increased adoption of digital services across verticals and regions. However, COVID-19-induced restrictions…
Provider Compendium
Nov. 20, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2021

Customer Experience Management (CXM) Services in Europe, Middle East, and Africa (EMEA) – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 21 CXM service providers operating in EMEA. It offers a detailed profile…
State of the Market
Oct. 20, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Navigating Uncertainties and Building Operational Resiliency: Customer Experience Management (CXM) State of the Market Report 2021

With the COVID-19 pandemic hitting China in late 2019 and the rest of the world in early 2020, economies across the globe came to a standstill. Customer experience took a hit, as organizations responded to social…

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Shirley Hung

Paritosh Doshi

Simon Thomas

Emma Handler

Procurement Outsourcing (PO) – Service Provider Landscape with Services PEAK Matrix® Assessment 2021

A View of the Evolving Record-to-Report Technology Ecosystem

CXM Market’s Dream Run – What’s Driving It and Will It Last?

Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2021

Sitel Group’s Acquisition of SYKES Makes a Big Statement – What Does It Mean for the CXM Industry?

Getting Your Business in Order through Integrated Order Management

Delivering Superior Experiences: How Positive Agent Experience Amplifies Customer Experience

Webinar Deck: There’s No Better Time than Now to Accelerate Digital Adoption in CXM

Building a Conversationally Intelligent and Automated Contact Center of the Future

Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Compendium 2021

Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2021

Webinar Deck: How is Finance & Accounting Outsourcing Evolving to Support CFOs in Future-Proofing Their Organizations?

Elevating Procurement's Role in the Next Normal Through Digital Enablement – Procurement Outsourcing (PO) State of the Market Report 2021

Building Future-ready Finance in the New Normal: A Glimpse into the CFO Mindset

Exploring Data & Analytics, Resilience, and the Next Normal in Finance: Finance and Accounting Outsourcing (FAO) State of the Market Report 2021

Future-proofing Supply Chain Management: Building Resilience and Agility through Digital Transformation

Is Work From Home (WFH) the Future of Work? A Perspective on WFH, Locations, and Delivery Strategy Beyond COVID-19

Customer Experience Management (CXM) State of the Market Report on Europe, Middle East, and Africa (EMEA) 2021

Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2021

Navigating Uncertainties and Building Operational Resiliency: Customer Experience Management (CXM) State of the Market Report 2021

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