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  • PEAK Matrix®
    Sep. 30, 2020

    Enterprises are increasingly focusing on offering differentiated experiences to achieve sustained competitive advantage. The narrative around experience has also shifted from customer to stakeholder experience, involving customers, employees, partners, and the larger ecosystem. COVID-19 has also…
  • Provider Compendium
    Dec. 04, 2020

    Enterprises’ cloud consumption has experienced a dramatic shift – from a skeptical outlook toward the public cloud to going all out on the public cloud – in the last few years. More than 90% of enterprises…
  • Viewpoint
    June 26, 2020

    Fast-evolving customer needs and increasing pressure on margins are driving enterprises to focus on agility, process efficiency, and precision. For decades, enterprises have leveraged offshoring, automation, and cost optimization to improve organizational efficiencies. As the benefits…
  • State of the Market
    June 08, 2020

    In this research, we carry out a detailed analysis of the Life & Annuities (L&A) insurance industry, analyzing the forces shaping the industry’s future, especially in the light of the COVID-19 pandemic. We highlight the implications…
  • PEAK Matrix®
    July 08, 2020

    The banking BPS market is quite mature, with service providers enjoying client confidence, especially in markets such as the United States and the United Kingdom. Europe and emerging regions such as Asia Pacific, as well as…
  • Thematic Report
    July 13, 2020

    Contingent Workforce Management (CWM) is a relatively mature area, and most enterprises are currently struggling to achieve benefits beyond cost savings from their CWM programs. Some best-in-class enterprises have been able to derive better outcomes –…
  • Provider Profiles
    June 26, 2020

    The global services market is highly dynamic and evolving rapidly, a reality that is reflected in the shift in priorities from cost arbitrage to automation. Third-party vendors are continually assessing their market position and refining their…
  • PEAK Matrix®
    Sep. 22, 2020

    Data and Analytics (D&A) capabilities across the value chain – ranging from storage, computation, and insight generation – have made a big leap forward in recent years. Digital native organizations are capitalizing on these technology advancements…
  • Pinnacle Model®
    March 26, 2019

    While most enterprises are leveraging Contact Center Outsourcing (CCO) providers to achieve their Customer Experience (CX) vison, only some enterprises have been able to build exceptional CX capabilities and derive strategic business outcomes, having partnered with…
  • June 16, 2020

    This Virtual Roundtable Discussion Summary is available only to Strategic Outsourcing & Vendor Management members. For information on membership, please contact us. Everest Group regularly organizes virtual sessions in which senior executives from enterprises convene to…
  • Provider Compendium
    Oct. 27, 2020

    The ecosystem of Data and Analytics (D&A) players has showcased the efficacy of evidence-based decision-making over traditional gut-based and thumb rule-based approaches. Consequently, the debate today has shifted to the RoI of D&A investments and scalability…
  • Provider Compendium
    Oct. 29, 2020

    Robotic Process Automation (RPA) has emerged as one of the fastest-growing markets in the enterprise automation segment in the past decade, with COVID-19 further accelerating its adoption across industries and geographies. RPA has enabled organizations to…
  • Provider Profiles
    July 08, 2020

    The global services market is highly dynamic and evolving rapidly, a reality that is reflected in the shift in priorities from cost arbitrage to automation. Third-party vendors are continually assessing their market position and refining their…
  • Provider Profiles
    July 08, 2020

    The global services market is highly dynamic and evolving rapidly, a reality that is reflected in the shift in priorities from cost arbitrage to automation. Third-party vendors are continually assessing their market position and refining their…
  • Pinnacle Model®
    March 14, 2019

    This report is available only to Strategic Outsourcing & Vendor Management members. For information on membership or purchase, please contact us While most enterprises are leveraging Contact Center Outsourcing (CCO) providers to achieve their Customer Experience…
  • PEAK Matrix®
    June 30, 2020

    In recent times, insurance Analytics & Insights (A&I) has emerged as a fast-growing, high-potential market. Insurance enterprises are looking beyond traditional data management services to focus on customer experience. To tap into the dynamically changing consumer…
  • Thematic Report
    June 08, 2020

    The payments industry is grappling with widespread disruption on account of new technologies, emerging players, value-added services, new regulations, and increasing frauds. In addition, the COVID-19 pandemic has significantly impacted non-cash transactions. In this dynamic environment,…
  • State of the Market
    Aug. 21, 2020

    The network, which is the backbone of an IT infrastructure estate, has proved to be one of the biggest challenges for optimizing enterprise digital transformation. Legacy networks lack the agility and business alignment required for a…
  • Market Insights™
    Jan. 23, 2019

  • PEAK Matrix®
    Dec. 09, 2020

    Today, healthcare enterprises are looking to leverage Salesforce to not just engage with patients, but for their end-to-end business functions and to address broader healthcare needs, such as reducing technical debt, containing costs, driving patient centricity,…

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