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  • Blog
    Jan. 22, 2024

    Generative Artificial Intelligence (AI) is poised to revolutionize customer experience management (CXM) by creating personalized, empathetic, and more fulfilling experiences that drive brand loyalty and business growth. In this blog, explore examples of early generative AI…
  • State of the Market
    Dec. 07, 2023

    Amid global disruptions and challenging economic conditions, organizations are prioritizing cost savings, driving the CXM outsourcing industry to play a pivotal role. Service providers are addressing economic downturns across industries and regions by focusing on cost…
  • Viewpoint
    Oct. 05, 2023

    The pandemic-induced global shutdowns accelerated the adoption of remote work, driving numerous contact centers to transition to a work from home or hybrid model. While flexible work models offer benefits such as cost savings, heightened agent…
  • Event
    Sep. 14, 2023

    Webinar Gamification: Unleashing the full potential of your contact center agents September 14, 2023 12:00 PM EST | 9:00 PM ISTST Everest Group's Chhandak Biswas will join a webinar to discuss how gamification can transform the customer experience…
  • Blog
    Sep. 14, 2023

    South Africa has emerged as a stand-out destination for customer experience (CX) services. Offering a talented workforce, cost-effectiveness, and infrastructure, the nation is attracting the attention of both providers and customers alike. Now is the time…
  • Event
    June 22, 2023

    The Customer Experience Management (CXM) industry has experienced incredible growth over the past several years. But what are the challenges it faces now due to the impending recession, the inflationary environment, and the increasing need to…
  • Webinar Deck
    June 22, 2023

    The Customer Experience Management (CXM) industry has experienced incredible growth over the past several years. But what are the challenges it faces now due to the impending recession, the inflationary environment, and the increasing need to…
  • Viewpoint
    April 28, 2023

    The global gaming industry has evolved from traditional video games and arcade games to online mobile gaming, cloud gaming, and Massively Multiplayer Online Role-playing Games (MMORPG). This shift can be attributed to the increasing proliferation of…
  • Thematic Report
    March 31, 2023

    For many years, the African continent has been overlooked as a viable market for Customer Experience Management (CXM) services. However, in recent years, Africa has emerged as a profitable destination for CXM service providers, owing to…
  • Event
    March 07, 2023

    The global customer experience (CX) outsourcing market has grown tremendously. The current market size is more than US$105 billion, and CX remains a key focus area for enterprises. However, the CX market is now facing a…
  • Thematic Report
    March 07, 2023

    The global customer experience (CX) outsourcing market has grown tremendously. The current market size is more than US$105 billion, and CX remains a key focus area for enterprises. However, the CX market is now facing a…
  • 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…
  • Provider Snapshot
    Dec. 13, 2022

    The global services market is highly dynamic and evolving rapidly, as reflected in the shift in priorities from cost arbitrage to automation. Third-party providers are continually assessing their market positions and refining their growth strategies. As…
  • Thematic Report
    Dec. 09, 2022

    Enterprise adoption of digital tools and technologies for superior Customer Experience (CX) is on the rise. In fact, enterprises are partnering with third-party providers to ease their digital transformation journeys and achieve greater customer satisfaction, propelled…
  • Provider Compendium
    Nov. 11, 2022

    Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2023 provides comprehensive and fact-based snapshots of 25 CXM service providers in EMEA. It features their scale of operations, technology solutions, portfolio mix, and delivery locations,…
  • Event
    Oct. 04, 2022

    The global customer experience (CX) outsourcing market saw an astounding increase of 12-14% in 2021, with the current market size standing at US$100-102 billion. This drastic rise is due to the need for enterprises to meet…
  • Webinar Deck
    Oct. 04, 2022

    The global customer experience (CX) outsourcing market saw an astounding increase of 12-14% in 2021, with the current market size standing at US$100-102 billion. This drastic rise is due to the need for enterprises to meet…
  • PEAK Matrix®
    Aug. 31, 2022

    The Customer Experience Management (CXM) market in Europe, the Middle East, and Africa (EMEA) grew at an unprecedented pace in 2021. Buyers showed a higher propensity to outsource and shifted their priorities with heightened awareness of…
  • Viewpoint
    Aug. 18, 2022

    Increasing globalization and customers’ access to information is compelling organizations to differentiate their Customer Experience (CX) to stand out from competitors and keep up with the increasing customer expectations. Digital Customer Experience Management (CXM) capabilities have…
  • 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…

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