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    • State of the Market
      Sep. 30, 2019
      Shirley Hung

      Shirley Hung

      Partner
      Sharang Sharma

      Sharang Sharma

      Vice President

      Customer Experience Management (CXM) Annual Report 2019: Delivering Next-generation Contact Center Services

      The Customer Experience Management (CXM) industry is witnessing significant disruption in service delivery, as buyers are increasing their focus on digital solutions to reduce costs, optimize operations, and improve Customer Experience (CX). While traditional contact centers…
    • PEAK Matrix®
      June 28, 2019
      Shirley Hung

      Shirley Hung

      Partner
      Sharang Sharma

      Sharang Sharma

      Vice President

      Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

      The CXM space is witnessing rapid shift to digitally driven CX, fueled by changing buyer demands. These changes are driving service providers to invest in digital capabilities across the board, instead of focusing on selective capabilities.…

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