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Showing 107 results
  • Blog
    April 28, 2023

    Teleperformance, a global leader in the Customer Experience Management (CXM) industry, has announced its proposal to acquire Majorel, another large rival in the industry. This move is set to reinforce Teleperformance’s position as a dominant force…
  • Viewpoint
    April 25, 2023

    Impact sourcing is the business practice of intentionally hiring and providing career development opportunities to people from marginalized communities. Impact workers belong to economically disadvantaged, socially marginalized, under/unemployed groups, and/or those who are characterized by other…
  • LinkedIn Live
    March 16, 2023

    Impact sourcing is an ethical outsourcing practice that intentionally focuses on maximizing societal and business outcomes ♻️. Over the years, we've witnessed growth in impact sourcing globally, specifically in customer experience management (CXM) by both traditional…
  • LinkedIn Live
    March 15, 2023

    In 2022, the global talent shortage and outsourcing price increases due to wage inflation led business leaders to rethink business operations and workforce plans. As we near the close of the first quarter of 2023, will…
  • Viewpoint
    Jan. 31, 2023

    As a potential recession and factors such as an acute talent shortage and supply chain constraints amid the Russia-Ukraine war continue to strain the global economy, organizations are seeking to transform themselves to stay competitive and…
  • Provider Compendium
    Dec. 06, 2022

    Everest Group’s Customer Experience Management (CXM) in the Americas – Service Provider Compendium 2022 provides accurate, comprehensive, and fact-based snapshots of 37 CXM service providers in the Americas. It offers detailed profiles of each CXM service…
  • 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,…
  • 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. 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…
  • 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…
  • PEAK Matrix®
    Aug. 12, 2022

    The Customer Experience Management (CXM) market in the Americas has shown significant resilience throughout the post-pandemic phase in 2021, as enterprises across the board continued their investments in this space to retain existing customers and attract…
  • Blog
    Dec. 02, 2021

    While not new concepts to the services industry, the COVID-19 pandemic has increased the number of boardroom discussions on diverse hiring practices, especially with the ongoing talent shortage. Having a diverse workforce can provide numerous benefits,…
  • Provider Compendium
    Sep. 27, 2021

    Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 37 service providers, including their scale of operations, technology solutions, portfolio mix, and delivery locations, along with Everest Group’s PEAK Matrix®…
  • PEAK Matrix®
    July 16, 2021

    Following the COVID-19 pandemic, Customer Experience Management (CXM) outsourcing has increased, as enterprises look to cut costs, balance risks, and maintain CX levels. They have turned to service providers to digitalize their operations, shift to non-voice…
  • Viewpoint
    April 23, 2021

    Following the global COVID-19 crisis, enterprises are significantly accelerating their digital Customer Experience (CX) capabilities, not only to ensure continuity in support services, but also to be better prepared for future disruptions. There is no single…
  • Viewpoint
    March 23, 2021

    The coronavirus outbreak significantly impacted Customer Experience (CX), as agent absenteeism increased, call volumes rose to extraordinary levels, and organizations were forced to establish remote infrastructures to enable agents to work from home – at lightning…
  • Accelerator
    Dec. 23, 2020

    Customer Experience Management (CXM) includes interactions with customers (both external and internal) and involves a structured multi-channel and remote communication approach. These interactions can be direct or indirect. CXM services go beyond the traditional Contact Center…
  • State of the Market
    Dec. 01, 2020

    The Customer Experience Management (CXM) outsourcing market in Europe, Middle East, and Africa (EMEA) has steadily grown over the last few years, driven by increased adoption of digital services across verticals and regions. However, COVID-19-induced restrictions…
  • State of the Market
    Oct. 20, 2020

    With the COVID-19 pandemic hitting China in late 2019 and the rest of the world in early 2020, economies across the globe came to a standstill. Customer experience took a hit, as organizations responded to social…
  • Provider Compendium
    Sep. 17, 2020

    The Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 34 CXM service providers. In it, we present the providers’ scale of operations, technology solutions, and delivery locations, along with…

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