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Showing 253 results
  • State of the Market
    Sep. 06, 2023

    Amid reduced enterprise spending and surging content volumes, the Trust and Safety (T&S) services segment is struggling to maintain safety in the online community. Megamergers between key industry players are reshaping the competitive landscape, while there…
  • PEAK Matrix®
    Sep. 01, 2023

    After an unprecedented rebound in 2021, the global Customer Experience Management (CXM) outsourcing market experienced a relative slowdown in 2022 due to macro-economic challenges and concerns about market downturns leading to a deceleration in new deals.…
  • Event
    June 22, 2023

    The Customer Experience Management (CXM) industry has experienced incredible growth over the past several years. But what are the challenges it faces now due to the impending recession, the inflationary environment, and the increasing need to…
  • Webinar Deck
    June 22, 2023

    The Customer Experience Management (CXM) industry has experienced incredible growth over the past several years. But what are the challenges it faces now due to the impending recession, the inflationary environment, and the increasing need to…
  • Event
    June 13, 2023

    Event GSA Festival of Sourcing 2023 June 13, 2023 Catch Everest Group Partner, David Rickard, at Global Sourcing Association's Festival of Sourcing 2023. David's session will explore modern sourcing and deliver real world moder sourcing examples.…
  • Market Insights™
    May 18, 2023

  • Market Insights™
    May 11, 2023

  • LinkedIn Live
    May 04, 2023

    May 18, 2021 |9:30 AM PT | 12:30 PM ET David Rickard, Partner, Everest Group will join industry experts to discuss how contact center leaders can redefine customer experiences while optimizing costs. Learn how to navigate…
  • LinkedIn Live
    May 02, 2023

    With a fast-growing talent pool, good language coverage, and an increasingly mature business process outsourcing (BPO) market, Africa is fast emerging as an attractive alternative to India and the Philippines for offshore work. In this LinkedIn…
  • Viewpoint
    May 02, 2023

    The metaverse is being heralded as the next frontier in digital transformation, presenting many opportunities for businesses across domains with virtual showrooms, product try-ons, in-verse support, and virtual connects, propelling the need to enhance Customer Experience…
  • Event
    April 25, 2023

    April 25, 2023 4:30 AM EST | 9:30 AM BST Join Everest Group Partner, David Rickard, on the 25th April at 09:30AM – 11:00AM in this virtual event as the panel looks at examples of those…
  • LinkedIn Live
    April 13, 2023

    If you haven’t experimented with ChatGPT yet, you have at least been following the recent buzz⚡. ChatGPT is one recent example of Generative AI that companies are jumping into. However, while the technology itself has immense…
  • Thematic Report
    March 31, 2023

    For many years, the African continent has been overlooked as a viable market for Customer Experience Management (CXM) services. However, in recent years, Africa has emerged as a profitable destination for CXM service providers, owing to…
  • LinkedIn Live
    March 30, 2023

    Thursday, March 30, 2023 12:30 PM EST | 10:00 PM IST David Rickard, Partner, Everest Group will join Dan Reed, Chief Customer Officer, [24]7.ai, on a LinkedIn Live event to discuss maintaining customer experience quality while…
  • 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…
  • Event
    March 07, 2023

    The global customer experience (CX) outsourcing market has grown tremendously. The current market size is more than US$105 billion, and CX remains a key focus area for enterprises. However, the CX market is now facing a…
  • Thematic Report
    March 07, 2023

    The global customer experience (CX) outsourcing market has grown tremendously. The current market size is more than US$105 billion, and CX remains a key focus area for enterprises. However, the CX market is now facing a…
  • LinkedIn Live
    Feb. 09, 2023

    Today, most organizations have recognized the importance of establishing well-oiled IT vendor management departments. Now the challenge lies in maturing and developing those departments to overcome obstacles that arise during day-to-day operations. In this LinkedIn Live,…
  • Blog
    Jan. 24, 2023

    Driven by new technological innovations, Artificial Intelligence (AI) translation holds the promise to reshape the customer experience by transforming conversation channels, increasing agent efficiency, and reducing the need for language specialist talent. Read on to learn…

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