All Reports Events Blogs Videos
Showing 187 results
  • Market Insights™
    Nov. 06, 2024

  • Viewpoint
    Nov. 05, 2024

    While rapidly changing market dynamics disrupt legacy operations and business models, organizations leading in digital transformation are better positioned to respond to such disruptions. Consequently, enterprises are racing to adopt digital and automation initiatives to become…
  • State of the Market
    Oct. 25, 2024

    Conversational AI encompasses advanced technologies, such as intelligent virtual agents, chatbots, voice assistants, and agent assist tools, designed to facilitate human-like interactions between businesses and customers. These solutions leverage natural language processing and machine learning to…
  • Provider Compendium
    Oct. 15, 2024

    Digital Interaction Intelligence (DII) improves operational efficiency, enhances employee experience, boosts workforce productivity, and accelerates organizations’ digital transformation journeys. It is a fact-based, technology-driven approach to understanding user interactions, gaining traction in various industries across geographies.…
  • Viewpoint
    Sep. 17, 2024

    The digital Customer Experience Management (CXM) market is growing rapidly, particularly in the Philippines. Digital CXM leverages digital concepts and advanced analytics, automation solutions, Conversational AI (CAI), cloud-based contact centers, omnichannel solutions, and customer experience (CX)…
  • Blog
    Aug. 27, 2024

    The landscape of Customer Experience Management (CXM) has witnessed a remarkable transformation within the advent of Generative AI (generative artificial intelligence). Based on periodic comprehensive studies conducted by Everest Group with customer experience (CX) leaders from…
  • State of the Market
    Aug. 19, 2024

    Process mining is a software product that analyzes process-related information from event logs generated by enterprise systems (ERP, CRM, etc.) to offer a fact-based approach to discover, monitor, and optimize as-is processes. It is a data-based…
  • PEAK Matrix®
    Aug. 13, 2024

    Digital Interaction Intelligence (DII) improves operational efficiencies, enhances employee experiences, boosts workforce productivity, and accelerates organizations’ digital transformation journeys. It is a fact-based, technology-driven approach to understanding user interactions, which is gaining traction in various industries…
  • Viewpoint
    July 30, 2024

    To transform digitally, enterprises are adopting Intelligent Automation (IA) technologies to streamline operations and enhance customer experiences. Despite initial success with automating simple, high-volume tasks, many organizations struggle to scale these initiatives to more complex, long-running…
  • Provider Compendium
    July 09, 2024

    Process mining drives operational excellence and facilitates enterprises’ digital transformation initiatives. It analyzes process-related information, primarily from event logs that enterprise systems (ERP, CRM, etc.) generate, offering a fact-based approach to discover, monitor, and optimize as-is…
  • Viewpoint
    June 05, 2024

    Over the past year, gen AI has garnered significant attention due to innovations such as ChatGPT. Powered by Large Language Models (LLMs), gen AI enables human-like conversations. It has broad applications, particularly within Intelligent Automation (IA),…
  • PEAK Matrix®
    June 04, 2024

    Process mining analyzes process-related information from event logs generated by enterprise systems (Enterrpise Resource Planning (ERP), Customer Relationship Management (CRM), etc.), to offer a fact-based approach to discover, monitor, and optimize existing processes. It is one…
  • Conference
    May 30, 2024

    Everest Group attended nasscom GCC Conclave 2024 and returned as a Strategic Partner for the event. During the event, Everest Group hosted the roundtable: Borderless Aspirations and Beyond: GCC Leadership and Organizational Evolution Dynamics. In this…
  • Conference
    April 18, 2024

    Everest Group hosted an invitation-only happy hour event in DFW. The evening was an opportunity to network with industry peers in the DFW area. Clients caught up, exchanged ideas, and made new acquaintances, right here in…
  • Event
    April 11, 2024

    Catch Everest Group Practice Director, Santhosh Kumar, in an upcoming webinar discussing the pivotal role of Process Orchestration in reshaping organizational landscapes. In this session, the expert panel will explore the pressing challenges that enterprises face…
  • In the News
    March 11, 2024

    Process mining software can recommend how and when to apply other types of technology, like robotic process automation, to a company’s operations and can help companies become more efficient by discovering ways to improve operations. “This…
  • Blog
    Feb. 27, 2024

    By strategically partnering with third-party providers, enterprises can fully harness the potential of gen AI in customer experience management. Learn insights from our latest survey on enterprise readiness for gen AI adoption and how collaborating with…
  • Viewpoint
    Feb. 23, 2024

    With the emergence of generative AI models, enterprises are increasingly investing in this technology. Organizations recognize generative AI’s transformative potential across various industries, particularly in Customer Experience Management (CXM). Generative AI’s ability to generate content, identify…
  • Viewpoint
    Feb. 16, 2024

    In recent years, contact centers have transformed into strategic assets vital for high customer engagement. They foster relationships across diverse communication channels, including traditional calls, chatbots, and social media. Balancing cost-effective superior service with evolving employee…
  • State of the Market
    Dec. 22, 2023

    Everest Group defines process orchestration as software that enables business users to design, manage, and monitor end-to-end business processes. It includes key capabilities, such as process modeling, managing business rules, designing user interfaces for capturing/presenting data,…

Items per page