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  • Thematic Report
    March 06, 2020

    The Global Services Market Pressing Issues are unique reports, based on annual surveys, that capture the pulse of the market on key aspects of global sourcing industry. This report presents the results of a study we…
  • Provider Compendium
    March 19, 2020

    The Capital Markets Operations – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 24 capital markets operations service providers. In particular, the report allows current and potential buyers of capital markets operation services to…
  • PEAK Matrix®
    Jan. 08, 2019

    The MPHRO service provider landscape is dominated by five providers − Accenture, ADP, Alight Solutions, IBM, and NGA HR – in terms of market impact and vision & capability. However, there is stiff competition from other…
  • PEAK Matrix®
    July 29, 2020

    With the expansion of the Salesforce technology landscape, enterprises’ approach toward Salesforce has evolved from reactive relationship management to a proactive approach focused on Customer Experience (CX). Enterprises are trying to create a 360-degree customer view…
  • March 27, 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 Profiles
    Feb. 28, 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…
  • Thematic Report
    Dec. 04, 2020

    Artificial Intelligence (AI) technologies have been gaining maturity over the last decade, and, today, AI plays an important role in helping enterprises improve the efficiency of their business processes, enhance customer and employee experience, and even…
  • Thematic Report
    Feb. 14, 2020

    Market Vista report provides data and analysis highlighting the key trends and developments in the fast-evolving global offshoring and outsourcing market. Market Vista captures the key developments across outsourcing transaction trends, health of GICs, location risks…
  • Webinar Deck
    March 23, 2020

    On March 24, Everest Group hosted a webinar titled, "Coronavirus – Beyond Hand Sanitizer: Mitigating Business Impact and Uncovering the Positive." Hand sanitizer – check. Revised travel policies – check. Work-from-home plan – check. You’ve got…
  • Viewpoint
    June 17, 2020

    Know Your Customer (KYC) and Anti Money Laundering (AML) processes form the backbone of financial institutions’ financial crime and compliance programs. These processes have been traditionally manual, with agents screening and monitoring activities largely on their…
  • Viewpoint
    March 20, 2020

    As the world’s attention has increasingly turned towards the COVID-19 virus over the course of 2020, most shared services organizations have already triggered their business continuity plans and adjusted their operations. The uncertainty associated with a…
  • PEAK Matrix®
    March 29, 2020

    Intelligent Virtual Agent (IVA) solutions are a key enabler of automation in the front-office, with their popularity driven by increasing sophistication of technology and successful pilots. Enterprises across industries and geographies are leveraging or planning to…
  • PriceBook
    Feb. 26, 2020

    The PriceBook is an off-the-shelf reference that can be used by Strategic Outsourcing & Vendor Management professionals to support a range of ongoing pricing and commercial discussions with service providers, plus internal planning and back-of-the-envelope business…
  • PEAK Matrix®
    May 20, 2020

    A combination of regulatory pressure and market forces is driving the adoption of open banking globally, with the aim to enhance customer experience and reinvent product and business models. Banks are embracing open banking to take…
  • Provider Compendium
    Oct. 23, 2020

    Enterprises are increasingly 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 put the…
  • Provider Compendium
    Aug. 21, 2020

    With the expansion of the Salesforce technology landscape, enterprises’ approach toward Salesforce has evolved from reactive relationship management to a proactive approach focused on Customer Experience (CX). Enterprises are trying to create a 360-degree customer view…
  • Webinar Deck
    Nov. 15, 2018

    On November 15, Everest Group hosted a 60-minute webinar titled, Are You Effectively Leveraging Provider Relationships to Drive Better Customer Experience? Pinnacle Enterprises™ have achieved 2.4X improvement in customer satisfaction, through their CCO provider engagements, compared…
  • State of the Market
    March 31, 2020

    The global services landscape continued to experience growth in 2019, though at a slower pace in terms of both revenue and headcount due to a global macroeconomic slowdown, tightening legal/regulatory landscape (GDPR, Brexit), and volatile currency…
  • Provider Profiles
    April 09, 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…
  • Webinar Deck
    April 30, 2020

    On April 30, Everest Group moderated a webinar titled, "Webinar Deck: Corporate Resilience: Practical Approaches and New Management Mindsets." Executive leaders across the global business community have quickly addressed the immediate needs of their organizations related…

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