Everest Group

SEPTEMBER 13, 2022

Top Customer Experience Management (CXM) Services in EMEA The Customer Experience Management (CXM) market in Europe, the Middle East, and Africa (EMEA) grew at an unprecedented pace in 2021. LEARN MORE ABOUT Customer Experience Management (CXM) in EMEA – Service Provider Landscape with PEAK Matrix® Assessment 2022.

Management 162

Management Service Research Analytics 162

Everest Group

NOVEMBER 9, 2023

Register Vignesh Kannan Vice President, Everest Group Chuy Michel Head of Intelligent Automation, QX Global Group Esteban Carril Managing Director, Latin America Key discussion points: The importance of building a resilient finance operating model.

Finance 147

Finance Automation Analytics Sourcing 147

Everest Group

AUGUST 26, 2024

Customer Experience Management (CXM) Services PEAK Matrix® Assessment The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.

Co-Sourcing 130

Co-Sourcing Management Service Sourcing 130

Everest Group

SEPTEMBER 20, 2024

Customer Experience Management (CXM) Services PEAK Matrix® Assessment – EMEA 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.

Management 130

Management Service Marketing Sourcing 130

Everest Group

APRIL 1, 2025

With decentralized trials, real-world evidence, and multi-source data streams reshaping the research landscape, effectively managing clinical data is no longer just an operational necessity, its a strategic imperative. But is the Life Sciences industry truly prepared to manage, standardize, and leverage this data to keep studies on track?

130

130

Everest Group

APRIL 1, 2025

As freelancers become more integral to business operations, enterprises require structured solutions to manage freelancer sourcing, onboarding, compliance, payments, and performance tracking effectively. Freelancer Engagement and Management Systems (FEMS) offer purpose-built solutions for managing the freelancer lifecycle.

130

130

Premier BPO

JUNE 28, 2024

CX leaders believe investing heavily in AI across virtually every stage of the customer journey should improve the CX, with 65% of CX leaders saying that traditional customer service methods are outdated compared to the efficiency of AI and bots. Best Practices for AI & Self-Service 3. References 1. IBM Global AI Adoption Index 4.

Customer Service 246

Customer Service BPO Service Co-Sourcing 246

Premier BPO

MARCH 6, 2025

What Mitels Bankruptcy Means for Businesses Mitels financial instability raises pressing concerns for its customers: Continuity of Service: Will Mitel continue to provide reliable support and updates during its restructuring? Explore modern solutions that integrate AI , automation, and omnichannel capabilities.

Administrative 130

Administrative Finance Automation Analytics 130

Everest Group

SEPTEMBER 16, 2024

Webinar Elevating Talent Experience with Automation and Workflows September 25 | 1:30 - 2:30 PM ET Catch Everest Group Partner Ronak Doshi as he joins an expert panel for an insightful webinar on how AI and automation are reshaping the talent experience, driving customer service excellence, and aligning with business objectives to revolutionize the (..)

Automation 130

Automation Customer Service Service Management 130

Everest Group

SEPTEMBER 8, 2022

Top Customer Experience Management (CXM) Service Providers in APAC The APAC Customer Experience Management (CXM) market remained strongly resilient after the pandemic in 2021. LEARN MORE ABOUT Customer Experience Management (CXM) in APAC – Service Provider Landscape with PEAK Matrix® Assessment 2022. Our Thinking.

Management 147

Management Service Analytics Research 147

Everest Group

OCTOBER 21, 2024

Robotic Process Automation (RPA) Products PEAK Matrix® Assessment Organizations are turning to automation to redesign business processes and boost operational efficiency in the face of a global economic slowdown, geopolitical complexities, and ongoing talent shortages. LEARN MORE ABOUT Top Service Providers

Robotics Process Automation 130

Robotics Process Automation Automation Efficiency Marketing 130

31 West

NOVEMBER 25, 2023

In the rapidly evolving digital landscape of the 21st century, Information Technology Service Management (ITSM) has emerged as a critical component in various sectors, especially in education. This blog post delves into the significance of ITSM in enhancing IT support for students and faculty in educational institutions.

Management 130

Management Service Administrative Research 130

Everest Group

AUGUST 2, 2023

Network Transformation and Managed Services PEAK Matrix® Assessment – System Integrators (SIs) As enterprises embrace their digital transformation journeys, they are becoming cognizant of the critical role that network transformation plays.

Managed Services 130

Managed Services Management Service Automation 130

Everest Group

NOVEMBER 30, 2023

Revenue Cycle Management (RCM) Platforms Revenue Cycle Management (RCM) platforms automate financial processes in the healthcare industry. LEARN MORE ABOUT Top Service Providers These platforms optimize the revenue cycle, from patient registration and appointment scheduling to the final bill payment.

Management 162

Management Healthcare Sourcing Sales 162

Everest Group

JULY 23, 2024

This blog explores how effective third-party risk management (TPRM) is crucial for identifying, analyzing, and controlling these risks, ensuring protection against potential breaches and vulnerabilities. This shift includes moving away from traditional methods and adopting SaaS/cloud services, increased remote work, etc.,

Risk Management 147

Risk Management Risk Management Management Right-Sizing 147

Everest Group

JANUARY 16, 2024

Retail IT Services Despite unfavorable macroeconomic conditions, retail enterprises are strategically investing in IT modernization initiatives throughout their value chains. Their priorities also include strengthening data security, ensuring compliance, and automating manual processes for improved efficiency.

Retail 173

Retail E-Commerce Service Sourcing 173

Everest Group

APRIL 10, 2024

Amid healthcare providers’ ongoing struggles with Revenue Cycle Management (RCM) inefficiencies, a new wave of outsourcing is emerging, centered around value and technology-driven solutions like AI and analytics. SC Health System recently invested $40M in Epic EHR Platform to enhance interoperability. Is RCM the next big thing?

Management 147

Management Healthcare Robotics Process Automation Analytics 147

Everest Group

APRIL 9, 2024

During Shared Services & Outsourcing Week (SSOW), March 20-23, in Orlando, “The G6 BPO Debate” tackled thought-provoking and challenging questions associated with BPO’s impact on GBS. Are you entrenched in the ongoing battle between Global Business Services (GBS) and outsourcing? Reach out to us to learn more.

Global Business Services 182

Global Business Services Outsourcing Service BPO 182

31 West

JULY 19, 2024

They are more likely to return for future purchases and advise your products or services to others. The answer lies in delivering unparalleled customer service. Whether managed by your team or a customer service outsourcing agency , excellent support is key to winning clients back.

Service 130

Service Customer Service Sales Out-Tasking 130

Everest Group

NOVEMBER 12, 2024

Chief Procurement Officers (CPOs) remain focused on cost savings, managing risk, and achieving high business user satisfaction while tackling challenges posed by inflation, regulatory requirements, and legacy systems. Who should attend?

Sourcing 130

Sourcing Outsourcing Management Automation 130

Groove Technology

NOVEMBER 15, 2024

These projects support businesses in managing operations more efficiently and meeting their digital transformation goals. Project Management and Security: Data security and intellectual property (IP) protection are top priorities. Staff augmentation allows HR managers to add or remove team members based on project needs.

Software 100

Software Outsourcing Cybersecurity E-Commerce 100

Everest Group

OCTOBER 24, 2023

Cloud Services – Europe In the continuously maturing cloud adoption landscape, enterprises are leveraging cloud services to increase operational efficiency, enable business innovation, and accelerate organizational growth. Demand for sovereign, private, and hybrid cloud-hosted infrastructure has been on the rise.

Service 162

Service Retail Information Technology Marketing 162

Everest Group

SEPTEMBER 9, 2024

In an era of rapid digital transformation, organizations are increasingly turning to Change Management (CM) platforms to navigate complex transitions, however are many of these efforts meeting expectations? As organizations grapple with these challenges, the demand for robust change management platforms has surged.

Management 130

Management Global Business Services Advisory Automation 130

31 West

JULY 22, 2024

In the ever-evolving landscape of e-commerce, providing exceptional customer service is not just a nicety but a necessity. A report by American Express found that 33% of Americans will consider switching companies after just a single instance of poor service. Key Strategies for Enhancing E-commerce Customer Service 1.

E-Commerce 130

E-Commerce Customer Service Service Automation 130

Everest Group

SEPTEMBER 9, 2024

Capital Markets IT Services PEAK Matrix® Assessment The capital markets industry is transforming to enhance operational efficiencies and reduce costs. Firms are streamlining operations by automating processes, integrating new technologies, and outsourcing non-core activities such as IT management and back-office functions.

Marketing 130

Marketing Service Cybersecurity Banking 130

Everest Group

NOVEMBER 6, 2023

Cloud Security Services PEAK Matrix® Assessment 2023 The demand for cloud security services in the global business landscape is accelerating due to enterprises’ digital transformation mandates, rising importance of data protection, and challenges in securing hybrid multi-cloud environments.

Service 162

Service Cybersecurity Regulations Government 162

Everest Group

FEBRUARY 27, 2024

By strategically partnering with third-party providers, enterprises can fully harness the potential of gen AI in customer experience management. Most enterprises and service providers are investigating gen AI operations use cases or piloting solutions to test feasibility. Let’s explore this further.

Management 162

Management Out-Tasking Outsourcing Efficiency 162

Everest Group

MAY 23, 2024

Vendor Management Systems The Vendor Management System (VMS) is gaining importance as organizations seek solutions to manage their contingent workforce. LEARN MORE ABOUT Top Service Providers

Management 130

Management Sourcing Analytics Insurance 130

Perficient Digital Transformation

AUGUST 4, 2024

In today’s rapidly evolving digital landscape, financial services organizations are increasingly relying on cutting-edge technologies to stay competitive and deliver exceptional services to their clients. Streamlined Business Processes Automation is a key benefit of Azure Integration Services.

Service 110

Service Banking Risk Management Risk Management 110

Everest Group

OCTOBER 4, 2024

Webinar Contingent workforce trends: The evolution of Services Procurement October 24, 2024 Join Everest Group’s Krishna Charan for an insightful discussion on the future of services procurement.

Service 130

Service Government Analytics Automation 130

Everest Group

AUGUST 18, 2023

The panel will discuss: How has the automation ecosystem evolved over the last few years? Register Amardeep Modi Vice President, Everest Group Sunny Saha SVM & General Manager, Asia Pacific, SS&C Blue Prism Drew Sonden Senior Solutions Consultant, SS&C Blue Prism What are the key trends impacting the IA market?

Automation 130

Automation Marketing Management Service 130

Groove Technology

JANUARY 15, 2025

From process automation to code optimization, AI is creating breakthroughs in productivity and quality. These solutions include intelligent programming assistants, advanced machine learning frameworks, and automated testing systems. 2025 will see the emergence of 13 groundbreaking AI tools for Java developers.

Automation 130

Automation Software Analytics E-Commerce 130

31 West

JULY 25, 2024

We’re in such a technologically advanced landscape in the business world, that providing a good level of customer service is more important than ever before. Customers are used to receiving excellent service because luxury providers and high-touch services are the norm – meaning that customer expectations are bigger than in the past.

Customer Support 130

Customer Support Customer Service Service Right-Sizing 130

Everest Group

MAY 24, 2024

How will the EU AI Act impact the financial services sector, and how should enterprises and service providers structure their compliance activities? In recent years, the rapid advancements in artificial intelligence — in particular, generative AI — have revolutionized various sectors, including financial services.

Service 162

Service Risk Management Risk Management Cybersecurity 162

31 West

JULY 25, 2023

Understanding CRM in Your Dropshipping Business CRM, or Customer Relationship Management, is an innovative tool that has become an essential asset for businesses today. Even more importantly though, outsourcing becomes much easier to manage with an organized CRM system at hand.

Management 130

Management Sales E-Commerce Automation 130

Everest Group

JULY 26, 2024

Global Business Services (GBS) must evolve and, as the iconic Queen song references, “break free,” from outdated practices. This blog explores how GBS organizations should move beyond their comfort zones when it comes to managing hybrid models, finding a balance for in-house and outsourced resources.

Management 147

Management Right-Sizing Global Business Services Government 147

Premier BPO

OCTOBER 8, 2024

The steps an organization should take to become data-driven and the importance of database management in organizing and securing data to drive decisions and innovation. This automation reduces manual entry errors, accelerates transaction processing, and swiftly allows businesses to respond to market demands.

BPO 245

BPO Co-Sourcing Outsourcing Government 245