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  • Provider Compendium
    Nov. 28, 2024

    Customer Experience Management (CXM) in EMEA – Provider Compendium 2024 provides detailed and fact-based snapshots of 39 CXM providers offering services in the EMEA region. Each profile offers a comprehensive view of the provider’s scale of…
  • Provider Compendium
    Dec. 16, 2024

    The healthcare payer outsourcing market is rapidly evolving as payers strive to enhance efficiency, control costs, meet member expectations, and navigate complex regulations. With a growing focus on member-centricity and streamlined core administrative processes, Business Process…
  • PEAK Matrix®
    Sep. 26, 2024

    The healthcare payer outsourcing market is rapidly evolving, driven by healthcare payers' need to enhance efficiency, manage costs, meet member expectations, and navigate complex regulations. As the industry shifts toward member-centricity and robust core administrative processes,…
  • PEAK Matrix®
    Sep. 12, 2024

    The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult macroeconomic environment, driven by the diverse economic landscape and accelerated digital transformation. Specific growth drivers include increased…
  • PEAK Matrix®
    Feb. 19, 2026

    Healthcare payers are navigating volatile medical costs, limited premium growth, and fragmented legacy systems. At the same time, regulatory and quality requirements are intensifying, with the Centers for Medicare and Medicaid Services (CMS) advancing interoperability and…
  • PEAK Matrix®
    Nov. 05, 2025

    The Global Capability Center (GCC) setup market continues to gain momentum, with India maintaining its position as the leading destination for GCC setups, supported by its deep talent base, cost efficiency, regulatory maturity, and robust digital…
  • PEAK Matrix®
    Sep. 26, 2024

    As digital transformation moves from initial adoption to broad integration, it is poised to significantly reshape enterprise operations and customer interactions. Mid-market enterprises are recognizing digital transformation’s value and are investing heavily to pursue more efficient,…
  • Provider Compendium
    Nov. 12, 2024

    Customer Experience Management (CXM) in the Americas – Provider Compendium 2024 provides detailed and fact-based snapshots of 45 CXM providers offering services in the Americas. Each profile offers a comprehensive view of the provider’s scale of…
  • Executive Briefs
    April 30, 2026

    The Service Provider Health Check – BPS is a quarterly report assessing leading BPS providers’ financial and operational health. It equips enterprises with key insights for Request for Proposal (RFP) evaluations, contract negotiations, and risk management.…
  • PEAK Matrix®
    Sep. 30, 2025

    Global Capability Centers (GCCs) are rapidly evolving from cost-focused delivery hubs into strategic business transformation enablers. They now drive enterprise-wide innovation, enhance customer and employee experiences, and deliver measurable business impact. Key trends shaping this evolution…
  • PEAK Matrix®
    Aug. 21, 2024

    The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. This favorable climate encouraged substantial investments from regional providers. Businesses are accelerating their digital transformation…
  • Executive Briefs
    Dec. 10, 2025

    The Service Provider Health Check – BPS is a quarterly report assessing leading BPS providers’ financial and operational health. It equips enterprises with key insights for RFP evaluations, contract negotiations, and risk management. In this report,…
  • Provider Compendium
    Dec. 24, 2025

    ServiceNow is increasingly central to enterprise digital transformation strategies, moving beyond its roots in ITSM to support integrated workflows across HR, customer service, operations, and risks. The demand for agility, intelligent automation, and improved user experiences…
  • FEATURED
    PEAK Matrix®
    April 30, 2026

    Enterprises are redefining their automation strategies as Agentic Process Automation (APA) evolves from traditional rule-based automation to AI-enabled, agentic, and outcome-driven transformation. This shift reflects a move from standalone automation initiatives to integrated programs that combine…
  • PEAK Matrix®
    Sep. 17, 2024

    As Global In-house Centers (GICs) gain prominence worldwide, enterprises are increasingly leveraging providers to optimize their in-house delivery capabilities. This focus has become even more critical in today’s challenging economic environment, where enterprises face significant pressures…
  • PEAK Matrix®
    Dec. 11, 2025

    The banking IT services market is structurally resetting. The old model, under which banks relied on labor arbitrage, large offshore teams, and periodic technology upgrades, no longer delivers. Higher delivery costs, tariff uncertainties, wage pressures, and…
  • Executive Briefs
    Sep. 09, 2025

    The Service Provider Health Check – BPS is a quarterly report that evaluates leading BPS providers’ financial and operational health. It equips enterprises with key insights for Request for Proposal (RFP) evaluations, contract negotiations, and risk…
  • State of the Market
    July 21, 2025

    Automation is no longer just about driving efficiency; it now encompasses autonomy, adaptability, and intelligent decision-making. As organizations accelerate their shift toward digital-first business models, Intelligent Process Automation (IPA) has become a key operational transformation driver.…
  • PEAK Matrix®
    July 31, 2024

    The Life and Annuity (L&A) insurance industry is rapidly transforming, driven by technology advances and evolving customer expectations. As insurers face challenges with legacy systems, regulatory changes, and market dynamics, IT service providers become crucial allies…
  • Provider Snapshot
    Oct. 29, 2024

    The global services market is highly dynamic and evolving at a rapid pace. This is reflected in the shift in priorities from cost arbitrage to automation. Third-party providers are continually assessing their market position and refining…

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