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Accelerator Dec. 10, 2025
Navigating Outsourcing Supplier Strategy: Key Trends
The Navigating Outsourcing Supplier Strategy report examines how organizations are reshaping outsourced services portfolios amid global volatility, cost pressures, and generative AI advances. Rather than large-scale supplier ecosystem overhauls, enterprises are optimizing portfolios to drive innovation,… -
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… -
State of the Market Dec. 12, 2025
Procurement Outsourcing (PO) State of the Market 2025 – Treading the AI Path to Enable Autonomy and Intelligence
Procurement’s role is evolving from a process enabler to a strategic value differentiator, and AI, especially generative and agentic AI, is at the forefront of this transformation. It presents an opportunity to make procurement operations more… -
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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Market Insights™ April 11, 2024
Core Customer Experience Outsourcing Buyer Expectations
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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… -
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
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.… -
State of the Market Dec. 08, 2025
Evolving from the Era of Cost Arbitrage to Agentic Orchestration: Customer Experience Management (CXM) State of the Market 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… -
PEAK Matrix® April 10, 2026
Healthcare Customer Experience Management (CXM) Intelligent Operations PEAK Matrix® Assessment 2026
Healthcare payers and providers are operating under sustained pressure from fragmented engagement ecosystems, rising consumer expectations, and intensifying regulatory and quality mandates. Disconnected clinical, administrative, and customer interaction systems continue to limit end-to-end visibility across member… -
State of the Market Dec. 10, 2025
Adapting to Agentic Autonomy: Marketing Services State of the Market 2025
Agentic AI is transforming marketing, enabling workflows that are swift, smart, streamlined, and scalable. This evolution moves marketing beyond static automation toward dynamic orchestration, where AI agents collaborate with human teams to deliver outcomes faster, with…
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