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  • Viewpoint
    June 21, 2021

    In recent years, customer expectations related to service and support have been increasing, and enterprises are striving to deliver superior Customer Experience (CX), as they realize the need to change their approaches to deliver greater business…
  • Webinar Deck
    June 08, 2021

    On June 8, Everest Group hosted a webinar titled, "Is Your Outsourcing Portfolio Ready for 2021?" Seventy-six percent of recently surveyed organizations expressed that they plan to change their service provider portfolios in 2021. This push…
  • Webinar Deck
    May 06, 2021

    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…
  • April 05, 2021

    This Virtual Roundtable Discussion Summary is available only to Outsourcing Excellence members. For information on membership, please contact us Everest Group regularly organizes virtual sessions in which senior executives from enterprises convene to share experiences and…
  • Webinar Deck
    March 12, 2021

    On March 11, Everest Group hosted a webinar titled, "Why Europe is Poised to be a Major Factor in Digital Transformation Strategies." There’s a perfect storm brewing in the global digital transformation market, and the eye…
  • Blog
    Feb. 25, 2021

    Today, most companies have staff working from home due to the pandemic. Although customer experience management (CXM) agents aren’t essential workers in the truest sense, consumers sheltering in the safety of their homes for months on…
  • Location Spotlight
    Dec. 15, 2020

    Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of both 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…
  • Thematic Report
    Nov. 03, 2020

    Digital technologies continue to dramatically reshape industries, and it is evident that the future of global services delivery is digital. Enterprises continue to invest extensively in Data and Analytics (D&A) services delivery to overhaul their existing…
  • Thematic Report
    Oct. 27, 2020

    In recent years, engineering services has experienced steady growth across enterprise spend and global sourcing. Enterprises continue to invest in emerging technologies (such as AI, blockchain, nanotechnology, and 5G) and combine them with traditional engineering areas…
  • Location Spotlight
    June 12, 2020

    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…
  • Blog
    May 05, 2020

    To gain – and retain – competitive advantage, enterprises are increasingly tapping their Global Business Services (GBS) centers to build innovative, future-ready capabilities. But what are the characteristics of truly innovative GBS organizations? What sets a…
  • Pinnacle Model®
    March 31, 2020

    This report is available only to GICs & Shared Services members. For information on membership, please contact us Innovation is no longer a buzz word. Technological disruptions have made it more important than ever for organizations…
  • Blog
    Jan. 31, 2020

    At the very beginning of 2020, we launched our Pinnacle Model analysis focused on innovation in shared services centers (SSCs)…also referred to as Global In-house Centers (GICs). This ground-breaking research identifies the characteristics of Pinnacle GICs™…
  • Viewpoint
    Jan. 31, 2020

    A recent cluster of pneumonia cases first identified in Wuhan, the capital of China’s Hubei province, were caused by a novel coronavirus (nCoV). The virus has shown evidence of human-to-human transmission, and its transmission rate has…
  • Viewpoint
    Jan. 14, 2020

    On January 12, 2020, a small volcano (Taal), south of Metro Manila, spewed a massive plume of ash and steam, drowning dozens of towns and cities, including the main business district of Makati City, in ash…
  • Location Spotlight
    June 06, 2019

    Everest Group’s Next Wave Location Profiles provide crisp, yet insightful assessment of emerging / “Next-wave” countries or cities for services delivery. These reports help global sourcing practitioners or location strategy professionals stay ahead of competition in…

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