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  • Market Insights™
    Jan. 16, 2025

  • Market Insights™
    Jan. 16, 2025

  • Market Insights™
    Jan. 11, 2025

  • Provider Compendium
    Dec. 30, 2024

    In today’s competitive landscape, enterprises must foster customer loyalty for sustainable growth and long-lasting relationships. Personalized experiences and innovative loyalty programs emerge as a novel strategy to enhance customer satisfaction and drive engagement. Enterprises increasingly seek…
  • Thematic Report
    Dec. 24, 2024

    Everest Group’s Service Provider Compass™ reports offer multiparameter insights into providers’ presence, scale, and prominence for leading service providers in specific delivery locations. This report series integrates primary and secondary research data, focusing on the scale…
  • Viewpoint
    Dec. 19, 2024

    The third-party technology landscape, comprising established legacy companies and emerging start-ups, is rapidly evolving. The growing adoption and emergence of new solutions and increasing collaboration and co-innovation among stakeholders fuel this landscape’s evolution. Third-party Trust and…
  • Location Spotlight
    Dec. 13, 2024

    Everest Group’s Location Spotlight reports provide a crisp, insightful assessment of established and emerging/next-wave global services delivery locations by country and city. The reports help global sourcing practitioners or location strategy professionals stay ahead of competition…
  • Thematic Report
    Nov. 28, 2024

    An effective technology-based moderation solution can reduce the need for moderators to engage directly with harmful content, thereby scaling and streamlining the process. As enterprises grapple with harmful content detection and moderation, they are increasingly investing…
  • Viewpoint
    Nov. 25, 2024

    Enterprises are exploring transformative technologies, especially gen AI, due to the increasing focus on customer experience as a strategic differentiator. This viewpoint delves into how gen AI revolutionizes Customer Experience Management (CXM) by enabling hyper-personalized interactions,…
  • Market Insights™
    Nov. 21, 2024

  • Market Insights™
    Nov. 21, 2024

  • 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…

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