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

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the customer journey should improve the CX, with 65% of CX leaders saying that traditional customer service methods are outdated compared to the efficiency of AI and bots.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

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

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

Premier BPO

MARCH 6, 2025

Salesforce, long synonymous with Customer Relationship Management (CRM), is venturing into IT Service Management (ITSM), while ServiceNow, the ITSM leader, is making bold moves into CRM. Salesforces Agentforce and ServiceNows AI Agent Orchestrator promise to automate workflows and improve decision-making.

Sales 130

Sales Automation Out-Tasking Customer Service 130

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

OCTOBER 5, 2023

Continuous discovery and intelligent automation involves a mindset change to bring together process intelligence to extract insights and automation.

Automation 162

Automation Marketing Sourcing BPO 162

Everest Group

APRIL 5, 2024

Intelligent Process Automation (IPA) Solutions Companies aiming to maintain competitiveness and strength recognize the importance of transitioning to a digital-first business model. Manual processes present numerous challenges, prompting enterprises to seek superior alternatives in digital, automated, and intelligent business practices.

Automation 124

Automation BPO Sourcing Finance 124

Everest Group

JULY 16, 2024

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

Management 279

Management Automation Marketing Service 279

Everest Group

MAY 8, 2024

IT service providers are increasingly exploring monetizing their proprietary software tools and accelerators as independent products. Let’s delve into the opportunities and obstacles service providers face in this pursuit. These accelerators are bundled with services within the provider’s scope and delivered to the customer.

Service 173

Service Sales Software Research 173

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

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

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. LEARN MORE ABOUT Top Service Providers

Service 162

Service Cybersecurity Regulations Government 162

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 Sales 130

Everest Group

JANUARY 2, 2024

Artificial Intelligence (AI) Services Rapid advances in AI, bolstered by recent developments in generative AI, are prompting organizations to invest in targeted AI initiatives to achieve business-oriented outcomes.

Service 147

Service Manufacturing Sourcing Automation 147

Everest Group

MARCH 18, 2024

Marketing Services Advances in technology such as generative AI and Web3, coupled with changing consumer preferences and dynamic macroeconomic conditions, have transformed the marketing landscape. Despite the influx of new entrants in the marketing ecosystem, CX remains the central focus for all stakeholders.

Marketing 147

Marketing Service Insurance Finance 147

Everest Group

MARCH 11, 2024

Consumer Packaged Goods (CPG) IT Services Despite economic uncertainties and margin pressures, Consumer Packaged Goods (CPG) enterprises are modernizing their IT systems across the entire value chain. Key priorities also involve fortifying data security, ensuring compliance, and automating manual processes to enhance overall efficiency.

Service 147

Service Retail Manufacturing Banking 147

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

APRIL 7, 2025

AI-powered analytics and automation are enhancing customer insights and driving hyper-personalized engagement. Industry-specific CDPs are also emerging tailored to retail, healthcare, and financial services sectors, addressing unique data challenges and regulatory requirements. LEARN MORE ABOUT Top Service Providers

Retail 130

Retail Healthcare Marketing Regulations 130

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

DECEMBER 24, 2024

Google Cloud Services PEAK Matrix Assessment The public cloud market is rapidly growing, driven by enterprises’ heightened focus on digital transformation, scalability, and resilience to thrive in a competitive business environment. LEARN MORE ABOUT Top Service Providers

Service 130

Service Sourcing Automation Analytics 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

MARCH 19, 2024

By partnering with IT and technology services providers, banks and financial institutions can prepare for the new T+1 settlement. Implications for banks and financial services institutions The shift to T+1 settlement presents a significant opportunity for the financial industry to enhance operational efficiencies and reduce risk.

Banking 162

Banking Service Streamline Operations Risk Management 162

Everest Group

JANUARY 2, 2024

Lending IT Services The lending industry is currently undergoing a significant transformation, propelled by the increasing demand for technological integration to enhance operational efficiency, user experience, and cost-effectiveness.

Service 147

Service Finance Banking Flexibility 147

Everest Group

DECEMBER 19, 2024

Buyers Technology Priorities for CXM Services emphasize leveraging AI, automation, and analytics to enhance customer experience.

Service 130

Service Marketing Analytics Automation 130

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

Premier BPO

JULY 5, 2024

.” Experts shared the powerful confluence of AI, data analysis, and automation to create extraordinary customer experiences. Provide 24/7 self-service by enabling customers to access self-service options using AI-powered chatbots and interactive voice response systems.

BPO 242

BPO Out-Tasking Automation Analytics 242

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

AUGUST 7, 2024

Life & Annuity (L&A) Insurance IT Services PEAK Matrix® Assessment The Life and Annuity (L&A) insurance industry is rapidly transforming, driven by technology advances and evolving customer expectations. Previously, insurers focused on cloud migration projects, process automation, and reducing data silos.

Insurance 147

Insurance Service Marketing Collaborations 147

The Global Small Business Blog

SEPTEMBER 21, 2023

AI can take over some repetitive tasks that can be easily automated. With customers looking for more and more services, humans can take on those more complex tasks. They’re betting on AI optimizing operations from the global scale to the last mile. But it doesn’t have intuition or common sense.

Reduced Costs 286

Reduced Costs Efficiency Automation Service 286

31 West

APRIL 16, 2024

Many institutions focus on bureaucracy in customer service. Higher education institutions can improve services by understanding who their customer is. Institutions should offer training to improve their customer service teams. Here are different strategies to help improve customer service in higher education.

Customer Service 130

Customer Service Service Call Center Customer Support 130

Everest Group

SEPTEMBER 18, 2024

Cybersecurity Services PEAK Matrix® Assessment – North America The increasing reliance on digital technologies has driven a significant rise in robust cybersecurity services’ demand in North America. They are also investing in talent development and automation to address the skill gap.

Cybersecurity 130

Cybersecurity Service Research Marketing 130

Everest Group

APRIL 7, 2025

Recognizing the need for enhanced efficiency, providers are investing in AI, automation, and advanced analytics to optimize case processing, adverse event management, and signal detection, all while reducing costs and improving operational scalability. LEARN MORE ABOUT Top Service Providers

Pharmaceuticals 130

Pharmaceuticals Event Management Reduced Costs Sourcing 130

Everest Group

OCTOBER 4, 2024

What does it mean for the banking and financial services industry? In Banking and Financial Services , agentic AI could be the key to optimizing operations, automating complex processes, and delivering hyper-personalized customer experiences. Which technology providers are riding the agentic AI wave already?

Banking 130

Banking Out-Tasking Service Automation 130

Groove Technology

NOVEMBER 15, 2024

Financial Sector Leads in Outsourcing: A full 72% of the financial services sector is adapting to outsourcing trends to enhance efficiency outsources software and app development, driven by the need for secure, scalable, and compliant digital solutions. platform independence, automation, and enhanced security.

Software 100

Software Outsourcing Cybersecurity E-Commerce 100

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. Use Cases : Automating text processing tasks like email classification.

Automation 130

Automation Software Analytics E-Commerce 130

The Global Small Business Blog

NOVEMBER 21, 2023

The automated conversion of one language to another, machine translation works by converting text from a source language and producing the equivalent in the target language. Many translation services combine machine translations with human support to ensure the translation is specific to the target location.

Software 271

Software Sourcing Automation Marketing 271