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  • Conference
    April 18, 2024

    Everest Group hosted an invitation-only happy hour event in DFW. The evening was an opportunity to network with industry peers in the DFW area. Clients caught up, exchanged ideas, and made new acquaintances, right here in…
  • Market Insights™
    April 11, 2024

  • Thematic Report
    March 05, 2024

    Enterprises across industries are exploring the potential benefits of outsourcing Customer Experience Management (CXM) operations, leveraging cutting-edge technologies to streamline processes and deliver personalized experiences at scale. By engaging with CXM service providers, enterprises can navigate…
  • LinkedIn Live
    Feb. 29, 2024

    While we recognize the huge potential of generative AI (gen AI) in enhancing Customer Experience Management (CXM), the questions on everyone's mind are: How do we make it work in real-world scenarios, and where do we…
  • Viewpoint
    Feb. 23, 2024

    With the emergence of generative AI models, enterprises are increasingly investing in this technology. Organizations recognize generative AI’s transformative potential across various industries, particularly in Customer Experience Management (CXM). Generative AI’s ability to generate content, identify…
  • Market Insights™
    Feb. 09, 2024

  • Market Insights™
    Feb. 09, 2024

  • Market Insights™
    Feb. 09, 2024

  • Market Insights™
    Feb. 09, 2024

  • State of the Market
    Dec. 20, 2023

    Conversational AI is a network of advanced technologies and solutions, such as Intelligent Virtual Agents (IVAs) and agent assist, that communicate with each other to share information across systems, serving as a key enabler of front-…
  • Thematic Report
    Dec. 08, 2023

    Introduction Digital Customer Experience Management (CXM) leverages a multi-layered ecosystem of technologies and concepts to provide unparalleled CX. The integration of gen AI and Large Language Models (LLMs) into this dynamic ecosystem enables enterprises to unlock…
  • Provider Compendium
    Nov. 30, 2023

    Generative AI and Large Language Models (LLMs) have revolutionized Conversational AI (CAI), moving beyond traditional chatbots to AI-powered chats capable of handling complex customer queries and tasks while emulating human-like language. These advanced AI systems can…
  • Blog
    Oct. 26, 2023

    Everest Group proudly participated in three noteworthy global sustainability events in Manhattan this September: Climate Week NYC, the 78th session of the UN General Assembly (UNGA 78), and the Clinton Global Initiative (CGI) annual meeting. These…
  • Viewpoint
    Oct. 20, 2023

    In today’s competitive business landscape, organizations recognize Customer Experience (CX) as vital for market differentiation. Despite economic uncertainty, companies are adopting digital Customer Experience Management (CXM) to navigate the downturn, gain a competitive advantage, and retain…
  • LinkedIn Live
    Oct. 19, 2023

    There is an unprecedented transformation occurring in Global Business Services (GBS) / Global Capability Center (GCC) leadership across the industry. The qualities that define the GBS/GCC leadership role and the path to promotion have become increasingly…
  • PEAK Matrix®
    Sep. 28, 2023

    Conversational AI has become a transformative force in technology, particularly for businesses seeking to enhance customer experiences, drive customer acquisition, and establish market differentiation. It has evolved through several stages, starting with traditional chatbots that primarily…
  • Event
    Sep. 18, 2023

    In-Person event CLINTON GLOBAL INITIATIVE | 2023 September 18-19, 2023 Everest Group's Eric Simonson, Managing Partner, and Rita N. Soni, Principal Analyst for Impact Sourcing and Sustainability, will attend the Clinton Global Initiative 2023 meeting on September…
  • Market Insights™
    Aug. 23, 2023

  • In the News
    Aug. 09, 2023

    Customer journey mapping tools can help companies improve CX by analyzing customers’ paths across web, mobile, and physical channels. These tools support various capabilities, from simple collaborative diagramming to more automated tools baked into full-fledged customer…
  • Market Insights™
    Aug. 02, 2023

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