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  • Thematic Report
    June 06, 2023

    Generative AI (GAI) technology has been around for nearly half a century. But recent developments in the maturity of AI models, faster computation power of systems, and availability of high-quality training data are redefining the technology…
  • Event
    June 01, 2023

    EVENT NASSCOM GCC CONCLAVE 2023: UPGRADE YOUR CX-GAME WITH NEW AGE TECH! June 1, 2023 Everest Group's Managing Partner, Eric Simonson, will chair a session titled, Upgrade Your CX Game with New-age Tech!, on June 1. The…
  • PEAK Matrix®
    May 24, 2023

    The market for Contact Center-as-a-Service (CCaaS) is experiencing rapid growth, driven by the increasing demand for flexible remote work solutions, the need for businesses to provide exceptional customer service, and the scalability required to accommodate fluctuating…
  • In the News
    May 09, 2023

    In late March, CX giants, Concentrix and Webhelp informed of plans for an acquisition agreement valued at US$4.8 billion. Less than 30 days later, Teleperformance and Majorel announced their own intentions of merging, with the value…
  • 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…
  • 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…
  • Blog
    April 06, 2023

    The combination of Concentrix and Webhelp will create a global customer experience management (CXM) titan that can significantly shape the industry’s future. Let’s explore the benefits and other implications of this mega deal. The recent announcement…
  • 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 29, 2023

    The ideal customer experience has shifted as customers opt for more effortless self-driven digital interactions . To meet this need, organizations must eliminate hurdles within the customer experience, making it seamless, simple, and frictionless. In this…
  • Event
    March 01, 2023

    The ACCA (Association of Chartered Certified Accountants) report released in September 2022, Finance Shared Services to Global Business Services: A Journey Worth Taking? evaluated the relative maturity of Finance Shared Services (FSS) organisations compared to Global Business Services…
  • Blog
    Feb. 09, 2023

    What better way to find out how ChatGPT will impact the Business Process Services (BPS) market than to ask the trained chatbot itself this question? According to its answers, the future looks promising. But obstacles still…
  • Event
    Feb. 07, 2023

    Sustainability has moved from the fringes to the center of strategic planning for CEOs worldwide. For this reason, we recently held a survey to learn how organizations are planning for sustainability in 2023 and uncover the…
  • Webinar Deck
    Feb. 07, 2023

    Sustainability has moved from the fringes to the center of strategic planning for CEOs worldwide. For this reason, we recently held a survey to learn how organizations are planning for sustainability in 2023 and uncover the…
  • 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…
  • State of the Market
    Dec. 05, 2022

    Global macroeconomic conditions are indicating the probability of a recession. Despite the adversity, enterprises are partnering with service providers to avail improved digital customer experience services, transformational consultancy, and market intelligence services. In this report, we…
  • State of the Market
    Nov. 28, 2022

    Enterprises are increasingly leveraging conversational AI solutions to create differentiation for their businesses through the benefits that it offers such as improving customer experience, enhancing employee productivity, reducing costs, achieving a fast RoI, and increasing revenue.…
  • State of the Market
    Nov. 16, 2022

    Conversational AI is a network of advanced technologies and solutions that communicate with each other to share information across systems in a contact center environment. It is a key enabler of front- and back-office automation. Businesses…
  • Provider Compendium
    Nov. 10, 2022

    Conversational Artificial Intelligence (AI) is a network of advanced technologies and solutions that communicate with each other to share information across systems in a contact center environment. Since the pandemic, the use of conversational AI solutions…

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