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  • LinkedIn Live
    April 13, 2023

    If you haven’t experimented with ChatGPT yet, you have at least been following the recent buzz⚡. ChatGPT is one recent example of Generative AI that companies are jumping into. However, while the technology itself has immense…
  • State of the Market
    April 11, 2023

    The Global Locations State of the Market Report 2023 interprets developments and trends related to global service locations, with the aim to design a best-fit locations portfolio strategy. The report is divided into three parts –…
  • Thematic Report
    March 31, 2023

    For many years, the African continent has been overlooked as a viable market for Customer Experience Management (CXM) services. However, in recent years, Africa has emerged as a profitable destination for CXM service providers, owing to…
  • LinkedIn Live
    March 30, 2023

    Thursday, March 30, 2023 12:30 PM EST | 10:00 PM IST David Rickard, Partner, Everest Group will join Dan Reed, Chief Customer Officer, [24]7.ai, on a LinkedIn Live event to discuss maintaining customer experience quality while…
  • Location Spotlight
    March 27, 2023

    Everest Group’s Location Spotlight reports offer a concise and insightful assessment of both established and emerging/next-wave global services delivery locations, categorized by country and city. The reports enable global sourcing practitioners and location strategy professionals to…
  • Thematic Report
    March 23, 2023

    Globalization has led businesses to expand their operations to different parts of the world. In this context, effective communication with customers in their native language has become increasingly important. Although English is widely regarded as the…
  • LinkedIn Live
    March 16, 2023

    Impact sourcing is an ethical outsourcing practice that intentionally focuses on maximizing societal and business outcomes ♻️. Over the years, we've witnessed growth in impact sourcing globally, specifically in customer experience management (CXM) by both traditional…
  • Event
    March 14, 2023

    In 2023, business leaders will need to carefully align their workforce strategies with evolving business needs and budgets. While no location offers all the required skills at the desired price points, there are a few markets…
  • Webinar Deck
    March 14, 2023

    In 2023, business leaders will need to carefully align their workforce strategies with evolving business needs and budgets. While no location offers all the required skills at the desired price points, there are a few markets…
  • Event
    March 07, 2023

    The global customer experience (CX) outsourcing market has grown tremendously. The current market size is more than US$105 billion, and CX remains a key focus area for enterprises. However, the CX market is now facing a…
  • Thematic Report
    March 07, 2023

    The global customer experience (CX) outsourcing market has grown tremendously. The current market size is more than US$105 billion, and CX remains a key focus area for enterprises. However, the CX market is now facing a…
  • LinkedIn Live
    Feb. 09, 2023

    Today, most organizations have recognized the importance of establishing well-oiled IT vendor management departments. Now the challenge lies in maturing and developing those departments to overcome obstacles that arise during day-to-day operations. In this LinkedIn Live,…
  • Executive Briefs
    Jan. 27, 2023

    This Executive Brief is available only to Outsourcing Excellence members. For information on membership, please contact us In 2021 and 2022, the global services market experienced significant growth across geographies, driven by factors such as strong…
  • Blog
    Jan. 24, 2023

    Driven by new technological innovations, Artificial Intelligence (AI) translation holds the promise to reshape the customer experience by transforming conversation channels, increasing agent efficiency, and reducing the need for language specialist talent. Read on to learn…
  • Blog
    Jan. 16, 2023

    The looming recession offers opportunities for forward-looking Customer Experience Management (CXM) outsourcing providers to emerge stronger. To learn five strategies that can help providers get ready for an economic downturn and win in the long term,…
  • State of the Market
    Dec. 29, 2022

    The global services market grew significantly in 2021 and 2022 across geographies driven by factors such as strong post-pandemic recovery, increased demand for value-added and digital services, and higher enterprise offshoring/nearshoring. However, global macroeconomic conditions and…
  • Viewpoint
    Dec. 21, 2022

    Rapidly scaling organizations have been instrumental in redefining the landscape of their respective industries through innovative products based on customer demand. Rising demand for real-time customer support has enabled many organizations to develop robust contact center…
  • Blog
    Dec. 09, 2022

    Superior customer experience management (CXM) is even more vital in tough economic times when enterprises want to retrench. But through strategic CXM outsourcing, organizations can generate significant business value now and emerge stronger when conditions improve. …
  • Thematic Report
    Dec. 09, 2022

    Enterprise adoption of digital tools and technologies for superior Customer Experience (CX) is on the rise. In fact, enterprises are partnering with third-party providers to ease their digital transformation journeys and achieve greater customer satisfaction, propelled…
  • Location Spotlight
    Dec. 07, 2022

    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 competition…

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