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Six Common Challenges Customer Experience (CX) Leaders Face | Blog

Everest Group

The outsourced customer experience management (CXM) market has seen historic growth in recent years, rising about 12% to 14% last year to more than USD$100 billion, according to Everest Group estimates. Learn what issues keep customer experience officers ( CXOs) up at night in this blog.

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Are Investors Right to Be Nervous about CXM Providers? Well, It Depends! | Blog

Everest Group

Probably not, but the size of the CXM environment (we estimate it to be well over US$330 billion, including insourced and outsourced activity) represents an excellent opportunity for those businesses that can evolve and meet the fast-changing needs of customers. Will every provider in this space today be successful in three years?

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BPO Outsourcing Trends in 2023: What Should We Expect?

Customer Serv Outsource Smarter

If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? Onshore cost surge. Outsourcing costs have been steadily rising in the U.S., Expect brands to seek new BPO outsourcing markets throughout 2023 and beyond. Here we go….

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Thoughts on Crowd Sourcing

SIG Speaks

Crowdsourcing will play a much more significant role in business due to a lack of highly specialized labor (in the STEM fields specifically) and corporate desire to reduce costs in procurement.