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  • State of the Market
    Dec. 08, 2025

    The global Customer Experience Management (CXM) market is digitally maturing, with sustained investments in CX technology, AI, and data-driven transformation. As economic headwinds, regulatory scrutiny, and cost pressures persist, enterprises are sharpening their focus on measurable…
  • Thematic Report
    Oct. 31, 2025

    Traditionally seen as transactional and compliance-driven, collections are now evolving into a strategic Customer Experience Management (CXM) function that balances debt recovery with Customer Experiences (CXs). As rising delinquency rates, economic uncertainties, and regulatory scrutiny reshape…
  • Viewpoint
    Nov. 10, 2025

    The global Business Process Outsourcing (BPO) industry is undergoing a seismic transformation due to the emergence of autonomous, LLM-powered AI agents that are rapidly changing how services are delivered. This report examines how BPO firms must…
  • PEAK Matrix®
    Aug. 25, 2026

    The global Customer Experience Management (CXM) market is becoming more execution-focused as enterprises progress from standalone generative AI pilots toward integrated human-AI operating models and early agentic workflows. Investment is increasingly directed toward production-ready AI across…
  • Provider Compendium
    Nov. 03, 2025

    Customer Experience Management (CXM) is entering a new evolutionary phase – one defined by AI-native execution. This report explores how leading providers are responding to a rapidly shifting market where intelligent systems can not only predict…
  • PEAK Matrix®
    Sep. 16, 2025

    The global CXM services market is advancing significantly across the Americas, APAC, and EMEA, towards AI-native execution, driven by agentic AI and generative AI moving into production. Enterprises are increasingly investing in intelligent systems, particularly those…
  • Provider Snapshot
    Aug. 11, 2025

    The global services market is highly dynamic and evolving rapidly. This transformation is reflected in the shift in priorities from cost arbitrage to automation. Third-party providers are reassessing their market positions and refining their growth strategies.…
  • Provider Recognition
    June 16, 2026

    What is the Everest Group BPS Top 50™? The Everest Group BPS Top 50™ is a global list of the 50 largest third-party providers, based on their Business Process Services (BPS) revenues and Year-on-Year (YoY) growth.…
  • Provider Compendium
    Feb. 14, 2025

    Banking and Financial Services (BFS) firms are increasingly seeking providers that offer integrated front- and back-office solutions to optimize costs, streamline operations, and enhance customer experiences. This provider consolidation trend promotes greater accountability, accelerates time-to-market, and…
  • PEAK Matrix®
    Nov. 07, 2024

    Banking and Financial Services (BFS) firms are increasingly seeking providers that offer integrated front- and back-office solutions to optimize costs, streamline operations, and enhance customer experiences. This provider consolidation trend promotes greater accountability, accelerates time-to-market, and…
  • Provider Compendium
    Nov. 28, 2024

    Customer Experience Management (CXM) in EMEA – Provider Compendium 2024 provides detailed and fact-based snapshots of 39 CXM providers offering services in the EMEA region. Each profile offers a comprehensive view of the provider’s scale of…
  • PEAK Matrix®
    Sep. 12, 2024

    The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult macroeconomic environment, driven by the diverse economic landscape and accelerated digital transformation. Specific growth drivers include increased…
  • Provider Compendium
    Nov. 12, 2024

    Customer Experience Management (CXM) in the Americas – Provider Compendium 2024 provides detailed and fact-based snapshots of 45 CXM providers offering services in the Americas. Each profile offers a comprehensive view of the provider’s scale of…
  • PEAK Matrix®
    Aug. 21, 2024

    The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. This favorable climate encouraged substantial investments from regional providers. Businesses are accelerating their digital transformation…
  • Provider Snapshot
    Oct. 29, 2024

    The global services market is highly dynamic and evolving at a rapid pace. This is reflected in the shift in priorities from cost arbitrage to automation. Third-party providers are continually assessing their market position and refining…
  • Provider Compendium
    Dec. 22, 2023

    Customer Experience Management (CXM) Service Provider Compendium 2023 provides detailed and fact-based snapshots of 54 CXM service providers. Each profile offers a comprehensive view of the provider’s scale of operations, digital solutions, portfolio mix, and delivery…
  • 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.…
  • Provider Snapshot
    Dec. 21, 2023

    The global services market is highly dynamic and evolving at a rapid pace. This is reflected in the shift in priorities from cost arbitrage to automation. Third-party providers are continually assessing their market position and refining…
  • Provider Compendium
    Jan. 04, 2023

    Everest Group’s Healthcare Customer Experience Management (CXM) Services in North America – Service Provider Compendium provides comprehensive and fact-based snapshots of 19 CXM service providers and includes insights on the healthcare CXM service provider landscape in…
  • Provider Snapshot
    Dec. 16, 2022

    The global services market is highly dynamic and evolving rapidly, as reflected in the shift in priorities from cost arbitrage to automation. Third-party providers are continually assessing their market positions and refining their growth strategies. As…

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