All Reports Events Blogs Videos
Showing 241 results
  • 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…
  • 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…
  • 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,…
  • Thematic Report
    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,…
  • Viewpoint
    June 04, 2024

    AI offers numerous benefits but also presents unique challenges. Regulations are vital to promote responsible development and build trust in AI. While existing legislations struggle to keep pace with the rapid development of AI systems, the…
  • Blog
    May 30, 2024

    Cutting-edge digital technology is revolutionizing subscription management by providing organizations with real-time data-driven insights to enhance personalization, increase sales opportunities, optimize revenue, expand offerings, and retain customers. Explore the transformative impact of the latest advancements on…
  • Innovation Watch
    May 30, 2024

    Gen AI is poised to revolutionize marketing, transforming how businesses operate and engage with customers. It offers many benefits across applications, including enhancing customer engagement, improving conversion rates, and optimizing marketing campaigns through data-driven insights. By…
  • Event
    May 23, 2024

    In light of the current economic landscape, regulatory changes, and technology-led disruption, the need for an evolution in Trust and Safety (T&S) Business Process Services (BPS) has become apparent. It is evolving in both scope and…
  • Thematic Report
    May 23, 2024

    In light of the current economic landscape, regulatory changes, and technology-led disruption, the need for an evolution in Trust and Safety (T&S) Business Process Services (BPS) has become apparent. It is evolving in both scope and…

Items per page