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Join Everest Group's David Rickard and Anubhav Das for an insightful webinar in which they delve into the recently released Everest Group Report about Africa's emerging role in the Customer Experience Management (CXM) outsourcing landscape. This…
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What are the key considerations when choosing a customer experience management (CXM) outsourcing partner for the first time? Watch this insightful webinar on navigating the outsourcing landscape, led by our experts Divya Baweja, Practice Director, and…
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Blog July 23, 2024
Is Japan on the Cusp of CX Outsourcing Disruption?
Japan is on the verge of a significant transformation in the customer experience (CX) outsourcing industry. This blog explores how generative AI and other cutting-edge technologies are revolutionizing Japan’s CX market, creating unique opportunities and challenges… -
What are the key considerations when choosing a customer experience management (CXM) outsourcing partner for the first time? Watch this insightful webinar on navigating the outsourcing landscape, led by our experts Divya Baweja, Practice Director, and…
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Viewpoint Aug. 05, 2024
Strategic Horizons: Mapping the CXM Outsourcing Landscape for English Support in Africa
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… -
Market Insights™ April 11, 2024
Core Customer Experience Outsourcing Buyer Expectations
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After a turbulent past year, 2024 holds great promise for CXM outsourcing, with generative AI and other technologies poised to transform contact center operations. Discover five key trends that will impact the CXM industry going forward…
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In the News May 04, 2024
Everest Group Survey Reveals a Shift Towards Gen AI Outsourcing
More businesses are reportedly interested in exploring innovative strategies to enhance customer experience (CX) through generative artificial intelligence (gen AI) technology. However, a recent survey by Everest Group, supported by TELUS International, revealed that most of… -
Webinar Deck Sep. 20, 2023
Webinar Deck: Navigating The European CXM Outsourcing Market: Trends And Insights
In today’s fast-evolving business landscape, the demand for exceptional customer experiences in Europe is on the rise. Factors such as language requirements, regulatory considerations, and cultural nuances will be key to getting it right as organizations… -
Webinar Deck Nov. 14, 2023
Webinar Deck: 2023 Global CXM Outsourcing Landscape: Key Players, Emerging Trends, and Future Opportunities
Enterprises remain committed to improving customer loyalty and retention, and outsourcing has been an indispensable lever in enhancing customer experience management (CXM) worldwide – meeting evolving enterprise needs through tech partnerships and tools like generative AI… -
The looming recession offers opportunities for forward-looking Customer Experience Management (CXM) outsourcing providers to emerge stronger. To learn five strategies that can help providers get ready for an economic downturn and win in the long term,…
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Superior customer experience management (CXM) is even more vital in tough economic times when enterprises want to retrench. But through strategic CXM outsourcing, organizations can generate significant business value now and emerge stronger when conditions improve. …
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State of the Market April 27, 2026
Transitioning from Fragmented Execution to Integrated Sales Systems: Sales State of the Market 2026
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State of the Market June 17, 2026
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State of the Market Dec. 08, 2025
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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… -
PEAK Matrix® April 10, 2026
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Thematic Report May 20, 2026
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The dynamic IT-BP services industry presents opportunities and challenges for providers, requiring them to have an in-depth understanding of emerging trends, evolving forces, and shifting competitive landscapes. Forces & Foresight™, our quarterly report focused on IT-BP…
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