Tag: CXM

Implementing Gen AI for CXM: The Data Challenge | LinkedIn Live


Implementing Gen AI for CXM: The Data Challenge

April 17, 2024 |
9 a.m. CDT | 10 a.m. EDT | 3 p.m. BST | 7:30 p.m. IST

🚀 Generative AI (gen AI) has the potential to revolutionize customer support, as well as reduce operational costs. However, to leverage gen AI for its maximum capabilities, it will be vital to base AI learnings on excellent quality data that is well managed and controlled.

📣 Join this LinkedIn Live session with Everest Group’s David Rickard, Partner, and guest David Ilett, Consulting Director from Davies, to explore practical examples of implementing gen AI for customer experience (CX). Learn about the main challenges organizations face with data provision for AI and understand how to plan adequately to avoid the common pitfalls. 📊

Participants will get a complimentary offer during the event. Sign up now to book your place! 🎉

During this engaging LinkedIn Live, we’ll discuss:

⭐ The main challenges facing enterprises when deploying gen AI 🌐
⭐ The scale of the data provision challenge 📈
⭐The practical steps that organizations can take to leverage gen AI

Register now for this LinkedIn Live event! 📆

Rickard David
Everest Group

Forecasting the Future: Key Trends Reshaping CXM Outsourcing in 2024 | Blog

After a turbulent past year, 2024 holds great promise for CXM outsourcing, with generative AI and other technologies poised to transform contact center operations. Discover five key trends that will impact the CXM industry going forward by reading on, or get in touch.

Amid the tumultuous landscape of 2022-23, the Customer Experience Management (CXM) outsourcing industry faced a barrage of challenges. Economic uncertainties, unfavorable exchange rates, and mounting financial pressures compelled many enterprises to tighten their belts, leading to reduced spending on CXM services. In the face of these adversities, the industry weathered a turbulent period, seeking resilience in the storm.

2024 has ushered in an exciting new chapter of transformation. Several technological advancements are poised to catalyze growth and reshape contact center operations. Generative AI (gen AI) holds the potential to redefine customer service offerings, automate more interactions, enhance agent performance, and provide superior customer experiences.

Advancements in accent neutralization and AI translators are expected to enhance service quality, boost workforce efficiency, and alleviate language barriers. The current surge in investments targeting various delivery geographies aims to unlock untapped talent pools. This trend is accompanied by a pressing need for agent reskilling to match the pace of evolving technologies.

Enterprises are reevaluating vendor management strategies, prioritizing providers with robust capabilities and talent, and focusing on embracing sustainability. This transformative shift is reshaping the CXM landscape and heralding a future defined by resilience and adaptability.

In this rapidly evolving environment, innovation isn’t just an option, but a prerequisite for enterprises and providers to prosper, making 2024 a pivotal year for the CXM industry.

Let’s deep dive into five key trends expected to reshape the CXM industry in the near future:

  1. Gen AI pilots to move to production: 2024 marks a pivotal moment in implementing gen AI pilots, heralding a transformative era in CX delivery. Gen AI is not merely a technological upgrade. It is a catalyst poised to elevate efficiency, redefine agent assistance capabilities, revolutionize voice bots, introduce cutting-edge self-service tools, and fundamentally reshape the overall service delivery landscape. Enterprises are proactively gearing up for the widespread deployment of gen AI across established use cases, strategically positioning themselves to harness its potential within the next two years.
  1. Accent neutralization and AI translation to redefine CX: Beyond the scope of gen AI, innovative technologies like accent-neutralization and AI translation are poised to revolutionize customer interactions. Accent-neutralization facilitates more transparent communication and promotes inclusivity, while AI translation bridges linguistic divides, enabling global interaction. Together, these advancements promise to enrich customer engagement, surpassing conventional limitations. They equip businesses to navigate language challenges, streamline processes, and cut costs significantly. These technologies simplify the complexities of multilingual support, boosting customer satisfaction and loyalty. Ultimately, they empower businesses to provide seamless, effective, and inclusive service worldwide.
  1. Evolving shoring dynamics: We anticipate a significant increase in offshoring and nearshoring activities continuing this year. This surge is propelled by factors such as escalating onshore talent costs, rapid technological advancements, and an increasing need for geographical diversification in response to the growing complexities of the business landscape. Emerging delivery locations in Africa (Ghana, Rwanda, Kenya, Senegal, Burkina Faso, and Morocco), Latin America (Suriname, Argentina, Nicaragua, Uruguay, and Caribbean countries), and Asia Pacific (Malaysia, Taiwan, Sri Lanka, and Indonesia) present compelling options for enterprises aiming to diversify their delivery capabilities and fortify their Business Continuity Planning (BCP) strategies.
  1. Strategic portfolio management: Enterprises will continue refining service provider portfolios through consolidation, rebalancing, or integrating new suppliers. This strategic portfolio management approach will be characterized by its sophistication, considering cost, risk, capabilities, and productivity factors. The overarching objective will be to achieve an optimal balance that enhances operational efficiency and positions enterprises to swiftly adapt to evolving market dynamics and shifting customer expectations. By strategically managing their portfolios, enterprises aim to gain a competitive edge by aligning their service provider relationships with their broader business objectives. This proactive approach will enable them to optimize resource allocation, mitigate risks, and capitalize on emerging opportunities.
  1. Embracing sustainability Initiatives: Sustainability initiatives are poised to play a pivotal role for enterprises and service providers. Enterprises will prioritize partnering with providers actively involved in such initiatives, aligning seamlessly with their organizational goals. By collaborating with these providers, businesses will demonstrate a commitment to ethical and socially responsible practices, contributing to the broader objectives of responsible and sustainable outsourcing.

Impact on the CXM Outsourcing Landscape

The CXM outsourcing landscape stands on the cusp of a transformative era, poised for a revolution fueled by the advent of technology and various strategies. These innovations promise remarkable productivity gains by automating more tasks and elevating customer and agent experience.

These trends signal a gradual departure from human-centric interventions to digitally-led customer experiences. As the industry moves towards a future shaped by AI and sustainability, customer service is expected to increase as a true differentiator between enterprises. The ability to personalize interactions, resolve issues quickly, and demonstrate empathy is expected to be key to success.

To gain more insights into the dynamic CXM outsourcing landscape, evolving customer requirements, and the significant impact of emerging technologies, explore our in-depth report, Strategic Keys: Unlocking the Potential of Customer Experience Management. For questions about the CXM outsourcing industry, contact [email protected] and [email protected]. You can also catch up on the latest insights with our webinar on demand, The Generative AI Advantage in Enterprise CXM Operations.

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

The Generative AI Revolution: Transforming Customer Experience Management | Blog

Generative Artificial Intelligence (AI) is poised to revolutionize customer experience management (CXM) by creating personalized, empathetic, and more fulfilling experiences that drive brand loyalty and business growth. In this blog, explore examples of early generative AI adoption and learn about the benefits and challenges of this game-changing technology.

Learn more on this topic in the webinar, The Generative AI Advantage in Enterprise CXM Operations.

As contact centers shift their main focus from improving efficiency to creating impactful customer experience, generative AI is leading the charge in this new direction. Recognizing generative AI’s promise to enable the personalized, hyper-contextual interactions customers desire, enterprises are looking to invest and deploy solutions to leverage its transformative potential.

A recent Everest Group survey revealed nearly 60% of enterprises believe generative AI solutions have huge potential to disrupt the current contact center landscape. Additionally, another 37% perceive these solutions as beneficial in some areas.

Transforming the CXM landscape

By mimicking human creativity, generative AI can create nuanced and contextually relevant content. This opens a wide range of possibilities to reshape the way brands engage with customers across various touchpoints and provide the following benefits:

Enhanced customer service

  • Conversational AI: Supports intelligent virtual assistants for natural, contextual interactions, fostering deeper connections and loyalty
  • Personalization support: Analyzes vast customer data, tailoring experiences and providing real-time product support for heightened experience

Contextual marketing

  • Swift content creation: Crafts personalized content and product descriptions quickly, reducing production time and boosting conversions
  • Engaging storytelling: Creates compelling brand stories and personalized campaigns that resonate with specific audiences

Building stronger relationships

  • Personalized recommendations: Recommends products based on individual preferences, fostering trust and repeat business
  • Proactive engagement: Personalizes messages, contributing to lasting customer relationships

Enterprise generative AI adoption

With vast potential applications, enterprises across vertical markets are already reaping the rewards of early-generation AI adoption. Let’s explore some pioneering examples:

  • Virtual experience: A leading global furniture brand has built a generative AI chatbot to guide customers through the customization process, making furniture shopping more intuitive and natural while also offering 3D product configuration
  • Content enhancement: Prime Video has introduced Defensive Alerts, a generative AI feature that tracks the movements of defensive football players before the snap, reads their acceleration, and identifies “players of interest” likely to rush the quarterback. A red circle appears under the potential blitzer, giving fans a heads up, allowing them to place themselves in the coach’s seat and read developing plays
  • Customer support: Dave, a digital banking service, is implementing AI-powered chatbots that can hold natural conversations with customers, answer complex questions, and even resolve certain issues without human intervention
  • Content generation:com is testing its AI Trip Planner, which utilizes generative AI to create personalized offers and travel itineraries based on customer preferences and provide direct booking options to deliver an integrated travel planning experience
  • Itinerary planning and customization: Expedia has integrated ChatGPT into its app to help users make and save travel plans. Customers can ask the AI for recommendations on destinations, accommodations, and transportation as if it were a human travel agent. The app can also save locations so users can easily check availability and book travel
  • Student coaching: Language-learning platform Duolingo uses the technology underpinning ChatGPT-4 to help users practice language skills and understand when they make a mistake. It also uses the technology to allow learners to practice real-world conversation skills with the roleplay feature in the app
  • Dynamic promotion, pricing, and loyalty program: Levi Strauss & Co. has implemented generative AI to increase diversity on its website and expand its loyalty program by offering personalized benefits. This has significantly increased loyalty enrollments to 5 million members worldwide and boosted revenues and app registrations. Generative AI allows for tailored product recommendations, localized discounts, and customized store experiences based on consumer data and mobility insights. AI-driven analytics help optimize stock for various sales events, including mid-season, end-of-season, and Black Friday sales in the U.S. and Europe
  • Agent assist: Advisors at a multinational IT company that provides subscription-based technology support services worldwide access a secure generative AI-based model to easily answer customer queries

Addressing the challenges

While generative AI’s potential benefits are intriguing, addressing the inherent challenges that come with its implementation is critical. Enterprises have expressed a wide range of issues, from regulatory to accuracy, that could arise with generative AI. The top three enterprise concerns to generative AI adoption are:

  1. Data security and privacy: Robust security measures and transparent data usage policies are necessary to utilize customer data. The risk of data leakages during model training or deployment further intensifies the threat to data privacy. The implementation of generative AI exposes vulnerabilities to cyber threats and presents issues related to the secure handling of sensitive information for training the model
  2. Compliance issues: Enterprises are concerned about copyrights and ownership of intellectual property (IP) produced by generative AI while ensuring the solution doesn’t violate other organizations’ IP. With the diverse generative AI applications, sector-specific regulations are crucial. The technology’s evolving nature also calls for dedicated regulations addressing unique challenges and ethical considerations
  3. Accuracy: Organizations are wary of the risk of biased output stemming from training data biases, the potential for unethical responses requiring human oversight, and instances of “hallucinations” – all underscoring the pressing need to refine and enhance model accuracy

Future of CXM with generative AI

The changing landscape of generative AI in CXM is a testament to the transformative power of technology. The generative AI revolution is here, and it’s poised to significantly alter the way brands interact with their customers. By responsibly and strategically embracing this technology, CXM service providers can create personalized, empathetic, and, ultimately, more rewarding customer experiences, leading to stronger brand loyalty and increased business growth.

To discuss generative AI adoption trends in CXM, please contact Chhandak Biswas, [email protected] and Rishav Kumar [email protected].

Discover how enterprises are looking at generative AI-based solutions adoption to improve CX in the webinar, The Generative AI Advantage in Enterprise CXM Operations.

Key Issues 2024: Creating Accelerated Value in a Dynamic World | Webinar


Key Issues 2024: Creating Accelerated Value in a Dynamic World

In an era of ceaseless change, ever-evolving market dynamics, and an unrelenting demand for progress, the traditional pace of value creation is no longer enough. Creating accelerated value has become paramount for business leaders.

How do you achieve accelerated value? Enterprises must embrace innovation while effectively managing change. This approach will help businesses navigate rapid transformation while ensuring stability and sustainability.

Watch this webinar to gain valuable insights into the current perspectives of IT-BP industry leaders.

We discussed the major concerns, expectations, and trends for 2024 and provided recommendations on how to drive accelerated value from global services – helping position organizations to plan and align goals and succeed in 2024.

What questions has the webinar answered for the participants?

  • What are the key challenges and priorities and the outlook for global services in 2024?
  • What are the likely changes in sourcing spend, sourcing strategy (in-house vs. outsource), and locations?
  • Which digital services and next-generation capabilities are expected to be in demand?
  • How will generative AI impact the global services industry?
  • How are outsourcing deals, enterprises’ leverage of service providers, and bill rates expected to change?

Who should attend?

  • CIOs, CDOs, CTOs, CFOs, CPOs
  • Service providers
  • GBS / Shared services center heads
  • Global services leaders
  • Locations heads
Agarwalla Hrishi
Vice President
Malhotra Bhanushee
Practice Director
Mittal Alisha
Vice President
Ranjan Rajesh

Navigating the European CXM Outsourcing Market: Trends and Insights | 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

Customer Experience Management (CXM) Services PEAK Matrix® Assessment 2023

Customer Experience Management (CXM) Services

After an unprecedented rebound in 2021, the global Customer Experience Management (CXM) outsourcing market experienced a relative slowdown in 2022 due to macro-economic challenges and concerns about market downturns leading to a deceleration in new deals.

Notwithstanding these challenges, enterprises have remained committed to optimizing costs, pursuing digital transformation, and improving customer loyalty and retention. These enterprise priorities mean that outsourcing remains an indispensable lever for enterprises to unlock value. One of the crucial ways in which service providers are actively looking to address evolving enterprise priorities is by engaging in technology partnerships and/or developing proprietary technology tools that enable operational efficiencies and seamless experiences for the digital-age consumer.

Generative AI and LLMs have revolutionized the CXM market by enabling personalized customer experiences at scale. As businesses increasingly prioritize customer-centric strategies, generative AI’s relevance will continue to grow, ushering in an era of hyper-personalization and enhanced customer engagement, shaping the future of CXM. CXM service providers are expected to heavily leverage these technologies to augment their service offerings.

CXMAPAC2023V1 CXMEMEA2023 CXMAmericas2023 CXMGlobal2023 1

What is in this PEAK Matrix® Report

In this research, we assess 54 CXM service providers worldwide featured across 4 CXM Services PEAK Matrix® Assessments and evaluate their market success and vision & capabilities. Each provider profile provides a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies.

In this report, we share the:

  • Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – Global
  • Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – Americas
  • Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – EMEA
  • Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – APAC
  • Strengths and limitations of the service providers evaluated
  • Sourcing considerations for buyers


  • All industries
  • Geographies covered: global, Americas, EMEA, and APAC
  • The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market

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Our Latest Thinking

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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

Transforming Customer Experience in Healthcare with Hyper-personalization | LinkedIn Live


Transforming Customer Experience in Healthcare with Hyper-personalization

View the event on LinkedIn, which was delivered live on Wednesday, May 31, 2023.

🏥The healthcare industry is undergoing a major shift driven by evolving customer expectations and care delivery models as customers and patients demand more hyper-personalized experiences. To meet this demand, healthcare enterprises are leveraging customer experience platforms (CXPs) to pull in data from multiple sources, analyze it, and generate actionable insights that enhance the customer experience across pre-care, care, and post-care interactions 📈.

📣 📣Join our experts as they discuss how enterprises should look at customer experience in healthcare and how the scope has evolved to include hyper-personalized experiences that span care management, proactive grievances redressal, and billing and payments.

What questions did the event address?

✅ How should service providers and enterprises think about customer experience?
✅ What key investments are required to drive superior customer engagement in healthcare?
✅What is the current CXP supplier landscape, and who are the new players?

Meet The Presenters

Delivering CXM Services from Africa: Who, Where, Why, and How | LinkedIn Live


Delivering CXM Services from Africa: Who, Where, Why, and How

May 2, 2023 |
9 a.m. CDT | 10 a.m. EDT | 3 p.m. BST | 7:30 p.m. IST

With a fast-growing talent pool, good language coverage, and an increasingly mature business process outsourcing (BPO) market, Africa is fast emerging💹 as an attractive alternative to India and the Philippines for offshore work.

📢 📢In this LinkedIn Live session, enterprises will learn why Africa has become an ideal option for customer experience management (CXM) services and which providers enterprises can partner with to get started on their CXM journeys in the region. We will also discuss the potential benefits for enterprises, such as access to multiple locations and providers for high-quality service in multiple languages.

What questions will the event address?

✅ Who are the providers in Africa that enterprises can work with?
✅ Where are the upcoming alternatives for India and the Philippines?
✅ Why should enterprises look at Africa as a delivery location for CXM?
✅ How enterprises can benefit from approaching this market from a “sell to” as well as a delivery perspective

How can we engage?

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