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  • NEW
    Tech Provider Spotlight
    May 25, 2026

    Voice remains a critical channel for Customer Experience Management (CXM), particularly for high-volume, urgent, complex, or sensitive interactions. However, traditional voice operations continue to face challenges such as demand volatility, long wait times, fragmented systems, inconsistent…
  • Viewpoint
    May 20, 2026

    Enterprises are seeking to improve customer outcomes while managing cost-to-serve, fragmented processes, and rising service complexities. Agentic AI addresses these challenges by enabling autonomous workflow execution within the contact center, with the ability to interpret context,…
  • Webinar
    May 15, 2026

    AI investment in CX is surging. Real impact is not. Rising expectations, tighter budgets, and an increasingly tangled vendor landscape are forcing a shift toward agentic AI and new ownership models. Yet most organizations remain stuck…
  • Blog
    May 05, 2026

    Modern contact centers do not have a data problem, rather they have a decision-speed problem. Critical operational data is abundant, but answers still move through dashboards, analysts, and disconnected tools, often too slowly. As contact center…
  • Blog
    May 05, 2026

    Amazon Connect has never really struggled with capability. It has consistently been strong on scalability, flexibility, and deep integration within the Amazon Web Services (AWS) ecosystem. If you needed a cloud-native contact center platform that could…
  • State of the Market
    April 27, 2026

    This report analyzes the transformation in outsourced sales from fragmented, activity-led execution to integrated, outcome-driven revenue systems. It highlights how enterprises are shifting toward pipeline-backed growth, AI-enabled decisioning, and tighter alignment across sales, marketing, and operations.…
  • Blog
    April 24, 2026

    For over two decades, global Customer Experience (CX) delivery has been anchored in the core principle of cost optimization. The largest and the most effective tool enterprises have used to that end has been through offshore…
  • Blog
    March 23, 2026

    Over the past two years, Artificial Intelligence (AI)-native has become a near-universal positioning across Software-as-a-Service (SaaS) providers. Nearly every platform across Customer Experience (CX), sales and enterprise workflows now claims that AI is central to how it delivers value.  However, to get a sense of a more measured…
  • Blog
    March 17, 2026

    Salesforce has acquired Momentum, a conversational intelligence platform that turns customer meetings and calls into structured Customer Relationship Management (CRM) data. On the surface, it reads like a sensible product addition. Look closer and it feels more deliberate than that. This…
  • Blog
    March 11, 2026

    Salesforce’s launch of Agentforce Contact Center marks one of the most structurally important moves in the customer experience market in recent years. This is not simply Salesforce adding telephony features to Service Cloud. It is a…
  • Blog
    March 11, 2026

    At Enterprise Connect 2026, Zoom presented a coherent expansion of its Artificial Intelligence (AI) strategy across Zoom Workplace, Zoom Phone, and Zoom Customer Experience (CX). The emphasis was not on introducing a new category, but on embedding AI more deeply into…
  • Blog
    March 10, 2026

    Retail media has been the fastest-growing segment in advertising over the past five years. Amazon Advertising, Walmart Connect, Target Roundel, Kroger Precision Marketing, Instacart Ads, and others have transformed transactional environments into monetizable media networks powered…
  • Blog
    March 09, 2026

    The latest earnings across both Contact Center-as-a-Service (CCaaS) providers and Customer Experience (CX) Business Process Outsourcing (BPO) providers offer a useful snapshot of where the CX market stands today. Looking at yead-end results from Salesforce, NiCE, Five9, RingCentral, and 8x8 on the platform side, alongside TP, Concentrix,…
  • Blog
    March 09, 2026

    Everest Group attended Zoho Day 2026 in Austin, Texas, at a pivotal moment for enterprise software. Across the industry, conversations increasingly centered on margin pressures, Artificial Intelligence (AI) disruptions, and growing architectural complexities.  The tone of the event was notably pragmatic. Rather than positioning AI…
  • Blog
    March 06, 2026

    Something fundamental is happening in the loyalty technology market. What was once a specialized category built around points engines and reward catalogs is being redefined as core growth infrastructure. Loyalty platforms are no longer confined to…
  • Discovery
    March 02, 2026

    Discoveries focus on specific science and technology innovations that address today’s critical business issues and challenges. These brief yet detailed profiles highlight innovations across the world's leading companies, start-ups, universities, institutes, and the entire R&D ecosystem…
  • Discovery
    Feb. 27, 2026

    Discoveries focus on specific science and technology innovations that address today’s critical business issues and challenges. These brief yet detailed profiles highlight innovations across the world's leading companies, start-ups, universities, institutes, and the entire R&D ecosystem…
  • Blog
    Feb. 12, 2026

    Anthropic’s latest Artificial Intelligence (AI) launch has showed clear progress toward agentic behavior and bringing the vision of systems that don’t just assist humans, but increasingly act on their behalf, closer to reality. Although, within hours, US software stocks were sold off sharply and a familiar narrative resurfaced: AI is finally coming…
  • Blog
    Feb. 09, 2026

    For much of the last decade, conversational Artificial Intelligence (AI) was a clearly defined category. Enterprises bought chatbots or virtual assistants from specialist providers, ran pilots, and deployed them on websites, apps, or contact centers. The objective was straightforward: deflect volume, automate…
  • Blog
    Jan. 29, 2026

    For much of the past decade, Customer Relationship Management (CRM) has been treated as a settled enterprise decision. Platforms were selected, standardized globally, deeply customized, and expected to serve the organization for years, irrespective of how business priorities evolved.…

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