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Showing 133 results
  • 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…
  • State of the Market
    Dec. 05, 2022

    Global macroeconomic conditions are indicating the probability of a recession. Despite the adversity, enterprises are partnering with service providers to avail improved digital customer experience services, transformational consultancy, and market intelligence services. In this report, we…
  • PEAK Matrix®
    Nov. 22, 2022

    The healthcare Customer Experience Management (CXM) market has grown steadily after the pandemic due to the increasing focus of healthcare enterprises on member and patient experience and care management. The rising demand for customer engagement touchpoints…
  • Provider Compendium
    Nov. 02, 2022

    Customer Experience Management (CXM) in APAC – Service Provider Compendium features accurate, comprehensive, and fact-based snapshots of 17 CXM service providers in APAC. It features their scale of operations, digital solutions, and delivery locations, along with…
  • PEAK Matrix®
    Aug. 26, 2022

    The APAC Customer Experience Management (CXM) market remained strongly resilient after the pandemic in 2021. Digitization and digital transactions increased in developing countries, such as India, China, Malaysia, and Indonesia. Buyer demographics in APAC are skewed…
  • Viewpoint
    July 12, 2022

    The demand for superior customer experience, accelerated time-to-market, and continuous innovation, especially after the pandemic, are compelling organizations to rapidly undertake digital transformation, leaving operations leaders with little time to keep up with these new innovations.…
  • Viewpoint
    June 03, 2022

    The global economy has been digitalizing quickly over the past few years, driving the use of technology at every step of organizations’ value chains. Accelerated cloud adoption, increasing use of as-a-service business models, and rapid digitalization…
  • LinkedIn Live
    March 10, 2022

    March 10, 2022 | 8:30 AM CST | 9:30 AM EST | 2:30 GMT | 8 PM IST The service delivery ecosystem has been disrupted in nearly every region of Ukraine and its bordering countries such…
  • Event
    March 03, 2022

    Russia’s invasion of Ukraine on February 24 threatens the service delivery ecosystem in Ukraine. While the country's eastern regions are under direct and immediate attack, other major centers in Ukraine, including Kyiv and Lviv, are also…
  • Provider Compendium
    Feb. 18, 2022

    Customer Experience Management (CXM) in APAC – Service Provider Compendium features accurate, comprehensive, and fact-based snapshots of 10 CXM service providers in APAC, including their scale of operations, digital solutions, and delivery locations, along with Everest…
  • Viewpoint
    Dec. 17, 2021

    Risk management is a vital component of supplier management and is in the spotlight today amid the evident failure of certain large corporations to build adequate resilience in their operating models. Organizations realize that they can…
  • PEAK Matrix®
    Dec. 03, 2021

    The Customer Experience Management (CXM) market in APAC has grown steadily in the last few years due to the increased demand for outsourcing, as enterprises aspire to leverage digital solutions, balance risks, and grow their businesses,…
  • Thematic Report
    Nov. 09, 2021

    The UK and Ireland (UKI) economic landscape has been disrupted by the double headwinds of Brexit and the COVID-19 pandemic in the last 12-18 months. This has had a bearing on the strategic outlook and operating…
  • Viewpoint
    Oct. 08, 2021

    COVID-19 has compelled organizations to take a hard look at their business models and associated societal license to operate. Organizations recognize that they cannot go about their businesses in isolation from their people, society, and environment.…
  • Webinar Deck
    June 29, 2021

    On June 29, Everest Group hosted a webinar titled, "Creating a Skilling Strategy for the Future in Your GBS Organization." Global Business Services (GBS) organizations are evolving to become global hubs that house deep-domain expertise and…
  • Webinar Deck
    Dec. 10, 2020

    On December 10, Everest Group hosted a webinar titled, "2021 Outlook: Recalibrating for Resilience." This annual, much-anticipated webinar revealed the results of the 2021 Key Issues Study focused on global sourcing. This year, Everest Group was…
  • Viewpoint
    June 26, 2020

    Fast-evolving customer needs and increasing pressure on margins are driving enterprises to focus on agility, process efficiency, and precision. For decades, enterprises have leveraged offshoring, automation, and cost optimization to improve organizational efficiencies. As the benefits…
  • Webinar Deck
    June 23, 2020

    On June 23, Everest Group hosted a webinar titled, "Scaled and Sustainable: How to Plan Your Global Business Services WFH Strategy." The future is now for Work From Home (WFH). While WFH is not a new…
  • Thematic Report
    May 28, 2020

    Global Business Services (GBS) organizations typically span multiple locations and, accordingly, reflect the norms and experiences of different cultures and geographies. Due to the natural evolution of multi-location organizations, it is common that they develop somewhat…
  • Webinar Deck
    May 19, 2020

    On May 19, Everest Group hosted a webinar titled, "What Next? Adjusting Your Workforce Strategies to Address Tomorrow’s Global Economy." To say that 2020 has been a turbulent year is an understatement. While the COVID-19 pandemic…

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