Call Center Technology Needs a Platform Approach | Blog

February 8, 2024

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.

The Generative AI Advantage in Enterprise CXM Operations | Webinar

February 6, 2024

on-demand webinar

The Generative AI Advantage in Enterprise CXM Operations

WATCH THE WEBINAR ON-DEMAND

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

Chhandak Biswas

Practice Director

David Rickard

Partner

Over Half of CXM Leaders Plan to Invest Big in Gen AI, 16% Eyeing over $10M Spend | In the News

January 24, 2024

Over half (55%) of leaders in Customer Experience Management (CXM) are gearing up for large investments in gen AI, with 16% anticipating expenditures exceeding US$10 million within the next 12-18 months, according to a survey by Everest Group in collaboration with TELUS International.

Impact of Generative AI on CXM Market Size | Market Insights™

January 18, 2024

CXM Market

LEARN MORE ABOUT EVEREST GROUP’S CXM SERVICES

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

November 14, 2023

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

Divya Baweja

Senior Analyst

Anubhav Das

Practice Director

David Rickard

Partner

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

October 17, 2023

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.

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 2024

October 5, 2023

Conversational AI Products PEAK Matrix® Assessment

Conversational AI has revolutionized interactions between businesses, individuals, and technologies, enhancing customer experiences, driving customer acquisition, and establishing market differentiation. In recent years, especially with the advent of generative AI and Large Language Models (LLMs), conversational AI providers are addressing the increasing demand for more sophisticated chatbot capabilities by introducing new features and enhancing existing offerings to deliver comprehensive and accessible solutions for diverse use cases. Providers are also ensuring enterprise data protection, transparency, and explainability to maximize conversational AI solutions’ benefits.

Conversational AI Products PEAK Matrix® Assessment 2024

What is in this PEAK Matrix® Report

In this report, we assess 25 conversational AI technology providers featured on the Conversational AI Products PEAK Matrix® and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and market offerings. We also identify Star Performers, which have made significant progress from the previous year. The research will help buyers select right-fit technology providers and enable providers to benchmark themselves against the competition.

Contents:

This report covers:

Everest Group’s PEAK Matrix® evaluation assessing 25 conversational AI technology providers
The conversational AI technology provider market’s competitive landscape
Remarks on the featured providers’ key strengths and limitations

Scope:

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

CONVERSATIONAL AI PRODUCTS PEAK MATRIX® ASSESSMENT 2024

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

CONVERSATIONAL AI PRODUCTS PEAK MATRIX® ASSESSMENT 2023

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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

September 29, 2023

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

September 19, 2023

ON-DEMAND WEBINAR

Navigating the European CXM Outsourcing Market: Trends and Insights

WATCH THE WEBINAR ON-DEMAND

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

Practice Director

Anubhav Das

Practice Director

David Rickard

Partner

Gamification: Unleashing the Full Potential of Your Contact Center Agents | Webinar

September 14, 2023

Webinar

Gamification: Unleashing the full potential of your contact center agents

September 14, 2023

12:00 PM EST | 9:00 PM ISTST

Everest Group’s Chhandak Biswas will join a webinar to discuss how gamification can transform the customer experience management (CXM) landscape and create a motivated, high-performing workforce.

The panel will discuss:

How gamification works
How gamification benefits contact centers
The key aspects of a gamified experience ecosystem
The path to successful implementation and how to overcome challeneges
The future of gamification in CXM

Chhandak Biswas

Practice Director, Everest Group

Aditi Bhandari

Vice President, Marketing, Startek

Don’t miss the premier conference for GBS, sourcing, and tech leaders. Reserve your spot for Everest Group Engage!

Tag: CX / customer experience

Call Center Technology Needs a Platform Approach | Blog