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  • State of the Market
    Nov. 20, 2024

    The post-pandemic business environment, marked by economic challenges and geopolitical uncertainties, has slowed the growth of traditional Customer Experience Management (CXM) outsourcing. However, organizations are increasingly embracing digital CXM services, focusing on digital transformation and adopting…
  • LinkedIn Live
    Nov. 13, 2024

    As the Trust & Safety (T&S) landscape continues to evolve, enterprises are under increasing pressure to safeguard against content complexities that pose not only data and privacy risks, such as deepfakes and algospeak, but also user…
  • Viewpoint
    Nov. 11, 2024

    With rising threats in the digital landscape and heightened user awareness, leading digital platforms have started publishing transparency reports to provide insights into the enforcement of their platform policies and actions taken to ensure user safety.…
  • 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…
  • Event
    Oct. 14, 2024

    Join Everest Group's David Rickard and Anubhav Das for an insightful webinar in which they delve into the recently released Everest Group Report about Africa's emerging role in the Customer Experience Management (CXM) outsourcing landscape. This…
  • 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®
    Sep. 30, 2024

    Loyalty programs have transitioned from basic punch cards to complex, data-driven digital platforms that provide personalized rewards tailored to individual consumer behavior. Today’s loyalty platforms leverage sophisticated loyalty clouds and comprehensive loyalty management solutions, offering a…
  • PEAK Matrix®
    Sep. 30, 2024

    Building customer retention and loyalty is essential for businesses seeking to cultivate long-term customer relationships and stay relevant in a competitive market. With abundant consumer choices and minimal switching costs, nurturing customer loyalty is vital for…
  • PEAK Matrix®
    Sep. 12, 2024

    The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult macroeconomic environment, driven by the diverse economic landscape and accelerated digital transformation. Specific growth drivers include increased…
  • LinkedIn Live
    Sep. 11, 2024

    How can you best put generative AI to work for your business, and what are the real-world applications for this emerging technology ? Join Everest Group experts Suseel Menon, Practice Director, and Ashish Sehdev, Vice President,…
  • Event
    Aug. 30, 2024

    Catch Everest Group Partner David Rickard as he joins an expert panel to explore how leading technologies, such as generative AI (GenAI), automation, analytics and more, are delivering value for organizations without compromising service quality. Essential for…
  • Event
    Aug. 29, 2024

    Everest Group is a sponsoring partner for the Spotlight AR Summit on September 30 – October 2, 2024 at the Loews Hotel, Kansas City. Join Everest Group’s Katrina Menzigian, Vice President, Abhishek Singh, Partner, and Chirajeet…
  • Market Insights™
    Aug. 23, 2024

  • State of the Market
    Aug. 13, 2024

    In the rapidly evolving Trust and Safety (T&S) space challenges such as ensuring user safety in the gen AI era, adherence to regulatory requirements, and deploying AI while ensuring responsible and sustainable practices remain key enterprise…
  • Viewpoint
    Aug. 05, 2024

    In the ever-evolving business landscape, robust Customer Experience (CX) operations have become imperative for enterprises to remain competitive amid economic uncertainties. The demand for Customer Experience Management (CXM) outsourcing is continuously rising, and Africa is increasingly…
  • 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…
  • Provider Compendium
    June 28, 2024

    Finance organizations struggle with cost pressures, slowdowns in customer demand, and the need to adapt to new business models. To better address these challenges, enterprises are increasingly seeking outsourcing support. However, enterprises’ expectations from their providers…
  • Briefings
    June 20, 2024

    During our exclusive Breakfast Briefing on Thursday, June 20, 2024, our analysts shared insights on the adoption of gen AI across industries to decipher where enterprises have been able to straddle the spectrum from "can work"…
  • Event
    June 18, 2024

    Where do I want to spend my marketing budget? What does the sustainability conversation in marketing really look like? What is my gut instinct in the gen AI conversation? Based on Everest Group’s CMO Survey 2024,…

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