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  • Viewpoint
    Sep. 25, 2025

    As AI adoption accelerates in Banking and Capital Markets (BCM), CX leaders are under increasing pressure to move beyond pilots and deliver tangible, enterprise-wide value. While AI is now the top technology investment driver in the…
  • 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®
    Sep. 05, 2024

    In 2023, the APAC region's Customer Experience Management (CXM) market witnessed moderate growth, fueled by the adoption of omnichannel solutions, generative AI, and cloud services and the evolving social media landscape. Enterprises seeking to collaborate with…
  • 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.…
  • 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…
  • PEAK Matrix®
    Dec. 10, 2024

    Enterprises use AI to reduce costs, enhance stakeholder experiences, and drive revenue, with investments expected to grow due to generative AI advances. However, scaling AI initiatives remains challenging due to complex technology landscapes, legacy data issues,…
  • PEAK Matrix®
    Sep. 16, 2026

    The retail digital services market is evolving as retailers balance growth ambitions with margin pressures, changing consumer behaviors, supply chain volatility, and increasing technology complexities. Investments are shifting toward connected operating models that bring together commerce,…
  • Provider Compendium
    June 26, 2026

    Healthcare payers are operating in an increasingly complex environment shaped by volatile medical costs, constrained premium growth, evolving regulatory requirements, fragmented legacy systems, and continued workforce constraints. These pressures are pushing health plans to move beyond…
  • State of the Market
    Aug. 12, 2025

    Europe and APAC are at the forefront of healthcare transformation, driven by rising care demands, health equity goals, and digital acceleration. Healthcare enterprises across both regions are adopting scalable, tech-enabled models to deliver integrated, patient-centric care.…
  • Provider Compendium
    Feb. 17, 2025

    Enterprises adopt AI to cut costs, improve stakeholder experiences, and boost revenue, with investments set to rise as generative AI evolves. However, scaling AI remains difficult due to complex technology landscapes, legacy data challenges, unclear strategies,…
  • 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…
  • Technology Application Deep Dive
    April 23, 2026

    Digital Therapeutics (DTx) represent a rapidly evolving class of evidence-based interventions that leverage software as a medical device to prevent, manage, or treat medical conditions through behavioral modification, personalized feedback, and continuous data-driven support. Unlike general…
  • PEAK Matrix®
    March 27, 2025

    Intelligent Document Processing (IDP) products remain vital in enterprises’ automation technology portfolios. IDP uses AI technologies, such as Optical Character Recognition (OCR), computer vision, Natural Language Processing (NLP), and machine/deep learning, to classify and extract information…
  • PEAK Matrix®
    Nov. 13, 2025

    Enterprises are redefining their Data and Analytics (D&A) strategies to build a strong data foundation for AI that is tailored to their unique business context. This shift reflects a move from broad transformation programs to focused…
  • 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. 05, 2024

    In the past few years, enterprise adoption of technology and digitization has significantly increased, changing the landscape for healthcare providers and patients. To improve provider reimbursements, patient engagement, and care management and accelerate value-based care programs,…
  • PEAK Matrix®
    Dec. 10, 2025

    The Payments IT services market is undergoing a significant transformation. For years, enterprises focused on compliance, scheme-specific upgrades, and incremental improvements to legacy platforms. That approach is no longer sufficient. Rising transaction volumes, real-time expectations, interoperability…
  • 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…
  • Provider Compendium
    Dec. 27, 2024

    Businesses are turning to low-code application development to streamline software development processes and improve their ability to respond to market changes. Low-code application development platforms have evolved to offer advanced capabilities, such as generative AI integration,…
  • Provider Compendium
    Feb. 20, 2025

    Enterprises are increasingly recognizing their data ecosystem gaps as they strive to fully harness generative AI’s potential. Consequently, they are prioritizing AI-ready data ecosystems, emphasizing robust data management and governance. When scaling their AI initiatives, they…

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