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Showing 326 results
  • Blog
    March 09, 2026

    Everest Group attended Zoho Day 2026 in Austin, Texas, at a pivotal moment for enterprise software. Across the industry, conversations increasingly centered on margin pressures, Artificial Intelligence (AI) disruptions, and growing architectural complexities.  The tone of the event was notably pragmatic. Rather than positioning AI…
  • Blog
    March 06, 2026

    Something fundamental is happening in the loyalty technology market. What was once a specialized category built around points engines and reward catalogs is being redefined as core growth infrastructure. Loyalty platforms are no longer confined to…
  • Blog
    Feb. 12, 2026

    Anthropic’s latest Artificial Intelligence (AI) launch has showed clear progress toward agentic behavior and bringing the vision of systems that don’t just assist humans, but increasingly act on their behalf, closer to reality. Although, within hours, US software stocks were sold off sharply and a familiar narrative resurfaced: AI is finally coming…
  • Blog
    Feb. 09, 2026

    For much of the last decade, conversational Artificial Intelligence (AI) was a clearly defined category. Enterprises bought chatbots or virtual assistants from specialist providers, ran pilots, and deployed them on websites, apps, or contact centers. The objective was straightforward: deflect volume, automate…
  • Blog
    Jan. 29, 2026

    For much of the past decade, Customer Relationship Management (CRM) has been treated as a settled enterprise decision. Platforms were selected, standardized globally, deeply customized, and expected to serve the organization for years, irrespective of how business priorities evolved.…
  • Webinar
    Jan. 12, 2026

    Customer experience is approaching a critical inflection point. By 2026, CX transformation and AI adoption will be deeply intertwined as levers reshaping how contact centers are staffed, managed, and measured. This webinar examines how advances in…
  • Blog
    Jan. 09, 2026

    For more than a decade, sales outsourcing has been built around scale, coverage, and activity execution, with success measured through volume metrics such as leads generated, calls made, or sellers supported. That model is increasingly misaligned with how buying…
  • Blog
    Jan. 08, 2026

    For more than two decades, Customer Relationship Management (CRM) platforms have served as the system of record for sales, marketing, and service. They centralized data, standardized processes, and gave leaders visibility into pipelines and performance.  But as…
  • Provider Compendium
    Jan. 05, 2026

    AI advances, rising buyer expectations, and increasing pressures to demonstrate measurable returns are significantly transforming the outsourced sales landscape. Providers are orchestrating advanced technologies alongside skilled talent, embedding autonomous capabilities across sales workflows while keeping human…
  • Blog
    Dec. 22, 2025

    After laying out our bold CXM predictions for 2025 and then assessing how those bets played out across the year, it is now time to look ahead at what 2026 will demand from CX leaders.  As we look…
  • Blog
    Dec. 17, 2025

    The push to build a sovereign European Customer Experience (CX) contact center isn’t driven by ideology or political posturing. It is the result of a long-brewing realization: the modern contact center is deeply dependent on a handful of global platforms, most of them outside…
  • See Us At
    Dec. 09, 2025

    Join us for an exclusive evening AR/analyst networking party to kick off the holiday season. It’s a great opportunity to connect, celebrate, and recognize excellence across the analyst and AR community.  Register now This special event will also include the…
  • Blog
    Dec. 02, 2025

    At the start of 2025, we laid out 10 bold predictions about where Customer Experience Management (CXM) was headed, from agentic Artificial Intelligence (AI) and predictive voice analytics to data-sovereignty ecosystems and synthetic experiences. As we close the year, we look back to see how…
  • LinkedIn Live
    Nov. 19, 2025

    In an evolving landscape where analyst relations (AR) shape market perception and business success, leaders continued to look for proven tactics embraced by experienced AR professionals. Everest Group’s Katrina Menzigian, along with industry experts from other…
  • Blog
    Nov. 19, 2025

    UJET’s acquisition of Spiral, a Seattle-based conversational analytics startup, marks a meaningful step in the evolution of Customer Experience (CX), signaling both product ambition and strategic independence technology for the company.  Spiral was founded by former Amazon engineers…
  • Blog
    Nov. 18, 2025

    When Odigo announced it was acquiring Akio, most headlines described it as yet another contact center tech consolidation and another evolution of CCaaS. But there’s more to this deal than just scale or market share expansion. It’s also about Europe’s ambition…
  • Provider Compendium
    Nov. 12, 2025

    Conversational AI (CAI) and AI agents are transforming enterprise-customer engagement, evolving from scripted chatbots to intelligent, autonomous systems capable of real-time, human-like interaction. This shift is driven by rapid advances in voice AI, multimodal interfaces, and…
  • Viewpoint
    Nov. 10, 2025

    The global Business Process Outsourcing (BPO) industry is undergoing a seismic transformation due to the emergence of autonomous, LLM-powered AI agents that are rapidly changing how services are delivered. This report examines how BPO firms must…
  • Provider Compendium
    Nov. 07, 2025

    Enterprises are increasingly adopting cloud-based communication platforms to integrate messaging, voice, video, and other interaction channels into business processes without heavy infrastructure investments. Communication Platform-as-a-Service (CPaaS) solutions enable scalable, programmable communication capabilities through APIs, SDKs, and…
  • Blog
    Nov. 06, 2025

    NiCE’s 2025 Analyst Summit concluded in Vienna not too long ago and refreshingly; it felt less like a technology showcase and more a statement of intent. The company, long recognized as a leader in Customer Experience (CX) platforms, is now recasting itself as…

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