Tag: CX / customer experience

Leveraging Gen AI to Enhance CXM: From Innovation to Implementation | LinkedIn Live

LINKEDIN LIVE

Leveraging Gen AI to Enhance CXM: From Innovation to Implementation

View the event on LinkedIn, which was delivered live on Thursday, February 29, 2024.

🌐 While we recognize the huge potential of generative AI (gen AI) in enhancing Customer Experience Management (CXM), the questions on everyone’s mind are: How do we make it work in real-world scenarios, and where do we start?

Watch this interactive LinkedIn Live session to hear from Arte Merritt, Founder of Reconify, and Everest Group analysts, Shirley Hung and Sharang Sharma. We explored the roadmap for gen AI implementation, discuss what global businesses are considering in terms of deployment, address challenges, and examine whether companies should take on this journey independently or collaboratively.🚀

During this event, we dove into questions such as:

  • 💡 Where do you start with your gen AI journey for CXM?
  • 💡 What areas should you be looking at immediately for implementation?
  • 💡 How do you co-innovate to minimize risks?

Meet the Presenters

Hung Shirley
Everest Group

Nearly 75% of Enterprises Pivoted to Text-based Generative AI to Improve Operational Efficiency | In the News

Over 45% of enterprises identify the lack of internal technical expertise as a major barrier to generative AI implementation.

According to the recent Generative AI in CXM Survey Report by Everest Group and WNS, 75% of enterprises are elevating their business strategies by piloting, deploying, or scaling up text-based generative AI solutions, followed by 62% for code generation and 52% for image generation.

Read more in Analytics India.

Call Center Technology Needs A Platform Approach | Blog

It feels like the more technology a company deploys in its call center, the more it results in the worst customer experience possible. What used to be a personal conversation with a specific person is now a proliferation of technology channels that create more complexity for the customer and the company. Whether companies recognize it or not, in making these investments, they have assembled a digital platform operations model where the technology and the people in call center operations have become more intertwined. The problem is they did not adopt platform thinking.

Read more in my blog on Forbes

The Generative AI Advantage in Enterprise CXM Operations | Webinar

on-demand webinar

The Generative AI Advantage in Enterprise CXM Operations

Enterprises are embracing generative AI’s transformative potential in today’s rapidly evolving CXM landscape. As businesses strive to stay competitive and adapt to changing market dynamics, they are increasingly exploring its power to deliver personalized customer experiences.

In this webinar, our analysts discussed how enterprises are looking at generative AI-based solutions adoption to improve CX and contact center operations, the business impact of generative AI, and what we’ve learned about this revolutionary technology that can drive future growth.

What questions has this webinar answered for the participants?

  • What are the key areas in which generative AI is being deployed for CX services?
  • How positive are enterprises about generative AI implementation, and how are they going about it?
  • How do we expect generative AI-based solutions in CX to mature?

Who should attend?

  • CXOs (CEO, CCO, CIO, CTO)
  • CXM strategy/global heads
  • CXM outsourcing heads
  • CXM strategy heads
  • Customer service heads
  • CXM service delivery heads
  • Supplier and vendor managers
Biswas_Chandan_Chhandak
Practice Director
Rickard David
Partner

2023 Global CXM Outsourcing Landscape: Key Players, Emerging Trends, and Future Opportunities | Webinar

On-Demand Webinar

2023 Global CXM Outsourcing Landscape: Key Players, Emerging Trends, and Future Opportunities

Access the on-demand webinar, delivered live on November 14, 2023.

Enterprises remain committed to improving customer loyalty and retention, and outsourcing has been an indispensable lever in enhancing customer experience management (CXM) worldwide – meeting evolving enterprise needs through tech partnerships and tools like generative AI for scalable personalized customer experiences.

Watch this on-demand webinar where we explored the state of the global CXM outsourcing market in 2023. Our CXM expert analysts discussed the current landscape, regional considerations, emerging trends, digital CX landscape key players, and future opportunities in the CXM outsourcing industry.

What questions does the on-demand webinar answer for the participants?

  • What is the current state of the global CXM outsourcing market in terms of size, growth rate, and regional variations?
  • What are the emerging trends and industry dynamics shaping the CXM outsourcing landscape globally, including the impact of generative AI?
  • How is the global competitive CXM outsourcing landscape evolving?

Who should attend?

  • Customer experience leaders
  • Chief customer officers
  • SVP customer experience
  • Head of outsourcing
  • Procurement managers
  • Contact center leaders
Baweja Divya
Senior Analyst
Das Anubhav 300x300 1
Practice Director
Rickard David
Partner

The Global Brands’ Essential Guide to Navigating CX Delivery | Webinar

Webinar

The global brands' essential guide to navigating CX delivery

October 17, 2023
8:00 AM PT | 10 AM ETT

Join this expert panel featuring Everest Group Partner and CX expert, David Rickard, to discover how multi-regional and global brands can grow and deliver game-changing customer experiences.

Register

They will discuss:

  • The market landscape driving global CX strategy
  • Where to focus in the customer journey to achieve excellent CX
  • How brands can benefit from a global CX partner
David Rickard
Partner, Everest Group
Nora Boros
Chief Global Sales Officer, Webhelp

Conversational AI Products PEAK Matrix® Assessment 2023

Conversational AI Products

Conversational AI has become a transformative force in technology, particularly for businesses seeking to enhance customer experiences, drive customer acquisition, and establish market differentiation. It has evolved through several stages, starting with traditional chatbots that primarily handled basic tasks and customer support inquiries, followed by the introduction of Artificial Intelligence (AI)-based chatbots. However, the most profound shift in the field of conversational AI has occurred with the emergence of generative AI and Large Language Models (LLMs). Conversational AI providers are actively responding to the growing demand for more advanced capabilities. They are not only introducing new capabilities but also fortifying their existing offerings to provide more comprehensive and accessible solutions catering to diverse use cases.

While AI chatbots have demonstrated commendable capabilities in conversational intelligence and sentiment analysis, the integration of generative AI and LLMs represents a groundbreaking advancement. These advanced AI systems can generate text that closely resembles human language, thereby facilitating more natural and context-aware conversations. This progress is leading to a host of benefits, including enhanced customer experiences, streamlined operational processes, and improved accessibility. Organizations are increasingly recognizing the potential of generative AI to bolster their agent-assist capabilities. This includes functions such as call summarization and recommendations for next-best actions, further enhancing their ability to deliver exceptional customer service and operational efficiency.

Conversational AI Products PEAK Matrix® Assessment 2023

What is in this PEAK Matrix® Report

In this research, we assess 25 conversational AI technology providers featured on the Conversational AI PEAK Matrix® and categorize them into Leaders, Major Contenders, and Aspirants based on their capabilities and market offerings. Star Performers are also identified based on their shift in positionings from the previous year. This research will help buyers select the right-fit technology providers for their needs and enable providers to benchmark themselves against each other. 
 

The report assesses the conversational AI technology providers landscape across various dimensions, including:

  • Everest Group’s PEAK Matrix® evaluation, a comparative assessment of 25 leading conversational AI technology providers
  • The competitive landscape in the conversational AI technology provider market
  • Remarks on key strengths and limitations for each conversational AI technology provider

Scope:

  • All industries and geographies
  • This assessment is based on Everest Group’s annual RFI process for the period till March 2023, interactions with leading conversational AI technology providers, client reference checks, and ongoing analysis of the conversational AI market

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Our Latest Thinking

Top 5 Service Providers Delivering Exceptional Value – North America
Market Insights™

Top 5 Service Providers Delivering Exceptional Value – North America

Top 5 Service Providers Delivering Exceptional Value – Europe
Market Insights™

Top 5 Service Providers Delivering Exceptional Value – Europe

GBS Organizations Expect Headcount to Increase in 2024, in Line with Enterprises’ Expectations
Market Insights™

GBS Organizations Expect Headcount to Increase in 2024, in Line with Enterprises’ Expectations

GBS Organizations Are Cautiously Optimistic about 2024, Anticipating Positive Business Growth
Market Insights™

GBS Organizations Are Cautiously Optimistic about 2024, Anticipating Positive Business Growth

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Concentrix to Rebrand After Wrapping Up Its $4BN Webhelp Deal | In the News

Concentrix has completed a US$4 billion move for fellow customer experience BPO Webhelp. Interestingly, in April – when the deal was first touted – the price tag stood at US$4.8 billion. In line with that change of language, Concentrix will temporarily operate under the name “Concentrix + Webhelp.”

With that joint global footprint, Concentrix + Webhelp will enjoy a 6-8% share of the BPO market – according to Everest Group.

Read more in CX Today.

Navigating the European CXM Outsourcing Market: Trends and Insights | Webinar

ON-DEMAND WEBINAR

Navigating the European CXM Outsourcing Market: Trends and Insights

In today’s fast-evolving business landscape, the demand for exceptional customer experiences in Europe is on the rise. Factors such as language requirements, regulatory considerations, and cultural nuances will be key to getting it right as organizations expand their global reach.

Watch this on-demand webinar as our customer experience management (CXM) experts explore the current landscape, emerging trends, and future prospects in the European CXM outsourcing industry. You will come away with a comprehensive understanding of the market dynamics, key players, and strategies for success in this developing landscape.

What questions will the on-demand webinar answer for the participants?

  • What is the current state of the CXM outsourcing market in Europe in terms of size, growth rate, and regional variations?
  • What are the emerging trends and industry dynamics shaping the CXM outsourcing landscape in Europe?
  • What are the cultural nuances, language requirements, and regulatory considerations that organizations should be aware of when considering CXM outsourcing in Europe?

Who should attend?

  • Customer experience leaders
  • Chief customer officers
  • SVP customer experience
  • Head of outsourcing
  • Procurement managers
  • Contact center leaders
Aishwarya Barjatya
Anubhav Das
David Rickard

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