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Showing 73 results
  • Blog
    Jan. 10, 2025

    Mergers and Acquisitions (M&As) in the Customer Experience Management (CXM) industry have long been a key trend across the globe. This year, the United Kingdom in particular has attracted multiple CXM providers, in order to make…
  • Viewpoint
    Nov. 25, 2024

    Enterprises are exploring transformative technologies, especially gen AI, due to the increasing focus on customer experience as a strategic differentiator. This viewpoint delves into how gen AI revolutionizes Customer Experience Management (CXM) by enabling hyper-personalized interactions,…
  • Blog
    Nov. 13, 2024

    In today’s fast-evolving customer experience (CX) landscape, data is often referred to as the “new oil”—a critical resource powering innovation and efficiency.  Nowhere is this truer than in contact centers, where data from customer interactions fuels everything…
  • Provider Compendium
    Nov. 12, 2024

    Customer Experience Management (CXM) in the Americas – Provider Compendium 2024 provides detailed and fact-based snapshots of 45 CXM providers offering services in the Americas. Each profile offers a comprehensive view of the provider’s scale of…
  • Event
    Nov. 05, 2024

    After experiencing significant growth post-pandemic, the customer experience management (CXM) market hit turbulence in 2024. Enterprises are now more cautious about their spending, pushing service providers to do more with less. At the same time, generative…
  • Webinar Deck
    Nov. 05, 2024

    After experiencing significant growth post-pandemic, the customer experience management (CXM) market hit turbulence in 2024. Enterprises are now more cautious about their spending, pushing service providers to do more with less. At the same time, generative…
  • LinkedIn Live
    Oct. 03, 2024

    An increasing demand for native language support ️ and a growing volume of interactions is leading many enterprises to seek out innovative solutions for customer services. Prior approaches have included sourcing multilingual agents and setting up…
  • Viewpoint
    Oct. 03, 2024

    Generative AI is revolutionizing how businesses deliver personalized interactions, streamline processes, and achieve cost efficiency within Customer Experience Management (CXM). Drawing on insights from over 120 senior Customer Experience (CX) executives across various industries, this report…
  • PEAK Matrix®
    Aug. 21, 2024

    The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. This favorable climate encouraged substantial investments from regional providers. Businesses are accelerating their digital transformation…
  • Blog
    Aug. 09, 2024

    In this blog, we explore how generative AI (Gen AI) is not only enhancing our personal and professional interactions but also ensuring that the essence of human connection remains central in our increasingly digital world. Reach…
  • Thematic Report
    June 28, 2024

    The Banking, Financial Services, and Insurance (BFSI) sector significantly contributes to Customer Experience Management (CXM) outsourcing revenue, approximately 20-22%. Knowing about BFSI CXM is crucial for CXM outsourcing providers and BFSI enterprises because it enables providers…
  • Blog
    May 09, 2024

    As digital CX continues to grow in importance, strategic business outcomes – aimed at establishing a genuine partnership between enterprise and providers based on mutual trust – are set to redefine the measurement of success. Delve…
  • Market Insights™
    April 11, 2024

  • Blog
    April 11, 2024

    After a turbulent past year, 2024 holds great promise for CXM outsourcing, with generative AI and other technologies poised to transform contact center operations. Discover five key trends that will impact the CXM industry going forward…
  • Thematic Report
    March 05, 2024

    Enterprises across industries are exploring the potential benefits of outsourcing Customer Experience Management (CXM) operations, leveraging cutting-edge technologies to streamline processes and deliver personalized experiences at scale. By engaging with CXM service providers, enterprises can navigate…
  • Video
    Feb. 20, 2024

    In this video, Everest Group’s Chhandak Biswas highlights the expected forecast for customer experience management (CXM) in 2024. The 2024 macroeconomic landscape remains uncertain, yet we see a positive outlook for the year’s second half. Customer…
  • State of the Market
    Feb. 08, 2024

    In today’s dynamic business environment, enterprises confront complex challenges arising from global economic shifts and rapid advances in technology. To thrive in this evolving landscape, enterprises must innovate, transform, and optimize costs while also expanding revenues.…
  • Webinar
    Feb. 06, 2024

    Enterprises are embracing generative AI’s transformative potential in today’s rapidly evolving CXM landscape. As businesses strive to stay competitive and adapt to changing market dynamics, they are increasingly exploring its power to deliver personalized customer experiences.…
  • Thematic Report
    Feb. 06, 2024

    Enterprises are embracing generative AI’s transformative potential in today’s rapidly evolving CXM landscape. As businesses strive to stay competitive and adapt to changing market dynamics, they are increasingly exploring its power to deliver personalized customer experiences.…
  • Thematic Report
    Feb. 01, 2024

    Our Customer Experience Management (CXM) key issues research is based on annual surveys that capture the market’s pulse on key aspects of the global sourcing industry. Enterprises, amid growing concerns about challenging macroeconomic conditions and geopolitical…

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