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  • Viewpoint
    Aug. 05, 2024

    In the ever-evolving business landscape, robust Customer Experience (CX) operations have become imperative for enterprises to remain competitive amid economic uncertainties. The demand for Customer Experience Management (CXM) outsourcing is continuously rising, and Africa is increasingly…
  • Viewpoint
    May 31, 2023

    Driven by a high degree of digital adoption, FinTechs have established themselves as significant participants in the Banking and Financial Services (BFS) industry. In their pursuit to scale their operations while maintaining their agility and innovation,…
  • 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…
  • State of the Market
    Sep. 18, 2025

    Capital markets enterprises are accelerating transformation agendas to respond to rising regulatory complexities, cost pressures, and growing investor demands across wealth, pensions, and alternative assets. The shift to outsourced operating models is gaining momentum, especially in…
  • 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…
  • Webinar Deck
    March 11, 2025

    Enterprise spending priorities in traditional areas have largely matured, and they have a playbook on how to optimize it. However, a wave of new pressures – including evolving regulations, geopolitical shifts, supply chain disruptions, tariffs, and…
  • Viewpoint
    Nov. 21, 2025

    Enterprises are funding generative AI activity at a pace, yet deployment confidence lags. This report highlights how organizations initiate many proofs of concept but stall before operationalizing them, creating an illusion of progress. It examines the…
  • FEATURED
    Webinar Deck
    June 12, 2025

    Watch a dynamic preview of our new conference, Elevate – Dallas 2025, where services and technology providers gained actionable growth strategies as they navigated today’s complex market landscape. In this engaging session, we unpacked what to…
  • PEAK Matrix®
    Dec. 03, 2025

    The payments Business Process Services (BPS) landscape is entering a transformative growth phase as enterprises reimagine payments as a strategic enabler rather than a cost center. The proliferation of real-time payment rails, cross-border flows, and digital…
  • Provider Compendium
    Sep. 29, 2025

    The capital markets operations ecosystem is rapidly transforming as firms strive to modernize platforms, manage risks, and meet regulatory demands. This compendium features 11 providers’ fact-based profiles, capturing their offerings, client coverage, technology adoption, delivery footprints,…
  • State of the Market
    Dec. 24, 2024

    The global payments market is rapidly transforming, driven by technology advances and digitalization. As the payment enterprise ecosystem becomes more diverse and interconnected, companies must make strategic sourcing decisions to remain competitive and prepared for the…
  • State of the Market
    Aug. 12, 2025

    Alternative asset management is rapidly transforming, driven by a projected surge toward US$30 trillion in Assets Under Management (AUM) by 2030. This growth is creating unprecedented operational complexity, with institutions now facing new investor demands, irregular…
  • State of the Market
    Nov. 20, 2024

    The post-pandemic business environment, marked by economic challenges and geopolitical uncertainties, has slowed the growth of traditional Customer Experience Management (CXM) outsourcing. However, organizations are increasingly embracing digital CXM services, focusing on digital transformation and adopting…
  • State of the Market
    Dec. 16, 2024

    The lending industry is significantly transforming after two years of elevated interest rates across mortgage, commercial, and retail products. Recent rate cuts, coupled with easing inflation, have provided relief to borrowers, paving the way for renewed…
  • Thematic Report
    Jan. 30, 2025

    Our Customer Experience Management (CXM) key priorities research is based on annual surveys that capture key trends in the global sourcing industry. Despite the uncertainty, inflation, and macroeconomic instability, enterprises achieved stronger-than-anticipated results in 2024. For…
  • Webinar Deck
    Feb. 04, 2025

    The BFSI (banking, financial services, and insurance) landscape is evolving at an unprecedented pace. This industry is undergoing a seismic shift fueled by rapid technological advancements, evolving customer expectations, increasing regulatory scrutiny, and new business models.…
  • PEAK Matrix®
    July 31, 2025

    The global capital markets operations landscape is rapidly advancing as institutions seek to serve a fast-growing pool of wealth, pension, and alternative asset investors while maintaining margin pressure and heightened regulatory scrutiny. Demand from asset and…
  • 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…

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