In today’s fast-paced world, Customer Experience (CX) transformation driven by cutting-edge technology is no longer optional but necessary for enterprises. Customers now demand seamless, personalized experiences, making CX a top priority for companies striving to stay competitive. With instant access to services becoming the standard, delivering exceptional CX – characterized by quick response times, consistent interactions across channels, and a personalized touch – has never been more critical. Advanced technologies are central to modern CX strategies, empowering businesses to exceed customer expectations, enhance operational efficiency, and drive revenue growth. Many enterprises are ramping up their investments in technologies such as cloud migration, agent-assist solutions, gen AI integrations, advanced analytics, and workforce management tools to enhance their contact center operations. However, they face considerable challenges in their CX transformation efforts, including regulatory constraints, outdated legacy systems, and budget limitations. To overcome these hurdles, over 75% of enterprises are exploring gen AI to automate tasks, shorten response times, and improve personalization. This technology can potentially revolutionize CX by making interactions more efficient and tailored. This report offers a comprehensive roadmap to integrate these advanced technologies for businesses committed to advancing their CX strategies. By understanding the current landscape – including sourcing strategies and regional variations – enterprises can make well-informed decisions about investing in CX solutions, selecting the right partners, and overcoming scalability challenges. This report can benefit companies seeking long-term business outcomes through transformative, technology-driven CX initiatives. Scope All industries and geographies This report is based on a survey of 71 respondents across industries, Everest Group's proprietary CX database, and fact-based research Contents In this viewpoint, we examine: Enterprise CX transformation’s current state Gen AI adoption trends in CX operations Gen AI’s impact on contact center operations Sourcing strategy for CX technology transformation Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Sourcing and Vendor Management

The Banking, Financial Services, and Insurance (BFSI) sector significantly contributes to Customer Experience Management (CXM) outsourcing revenue, approximately 20-22%. Knowing about BFSI CXM is crucial for CXM outsourcing providers and BFSI enterprises because it enables providers to develop tailored solutions and capture market opportunities, while helping enterprises stay competitive and make informed decisions. In this report, we explore the BFSI CXM market landscape, offering comprehensive insights into the sector’s three segments: banking, insurance, and cards and payments. Each segment uncovers key outsourcing drivers, market trends, enterprise challenges, technical innovations, delivery landscapes, and industry-specific use cases. The report aims to help BFSI enterprises navigate the CX outsourcing landscape effectively. It offers insights into industry-specific service offerings, technology trends, and geographical delivery distributions, empowering enterprises to make well-informed outsourcing decisions. Additionally, the report highlights the potential gen AI applications in the BFSI sector. It also assists providers in understanding enterprise pain points and refining their strategic approaches and investment initiatives to seize business opportunities. Scope Industry: BFSI Geography: global Service: CXM This report is based on primary and secondary data collection, conversations with market participants, and fact-based research Contents In this report, we examine: Global CXM services market trends in the BFSI industry Key factors influencing CXM services’ growth in the BFSI sector Industry-specific trends, including enterprise challenges, technology tools, providers’ solutions, delivery trends, and potential generative AI applications across banking, insurance, and cards and payments segments Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The global payment collection services market is facing various challenges, such as geopolitical and economic uncertainties, marked by increased consumer indebtedness, regulatory measures, and regional conflicts. Recent events such as the Credit Suisse collapse have heightened the demand for effective collection services to restore customer trust and fortify financial security. In the UK and Ireland (UK&I), the combination of rising inflation and economic downturn highlights the vital role of collection services for businesses striving to maintain financial stability in difficult circumstances. Customer vulnerability further complicates payment collection services, with a notable increase in arrears and individuals experiencing financial difficulties. In January 2024, UK household debt reached GBP1,838.7 billion, with the UK household debt-to-income ratio peaking at 124% in Q4 2023, highlighting significant strain on households. Additionally, 67% of UK adults fell into potentially vulnerable categories outlined by Consumer Duty regulations. These statistics reveal a stark reality, indicating a notable rise in vulnerable customers. This increase is evidenced by a surge in household debt, rising mortgage arrears, and alarming rates of daily insolvency declarations and property repossessions. These economic hardships profoundly impact individuals' mental well-being, contributing to increased levels of stress and anxiety. It is vital for enterprises to provide tailored guidance, empathetic customer service, and support through various channels. Empathetic customer support builds trust between creditors and debtors, easing the burden on vulnerable customers and helping them manage their financial responsibilities more effectively. In this viewpoint, we explore the payment collections market and the regulatory landscape in the UK&I. It provides guidance for enterprises on understanding customer vulnerability, delivering empathetic customer service, and evaluating the impact of emerging technologies, such as generative AI, in the collection services sector. Scope: Industry: all Geography: UK&I This report is based on primary and secondary data collection, conversations with market participants, and fact-based research Content: In this viewpoint, we examine: Trends in the UK&I payment collections market Customer vulnerability and current state in the UK&I Regulations governing payment collections in the UK&I Key considerations for selecting the right provider Generative AI’s impact on the payment collections market Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Outsourcing Excellence

In today’s dynamic business environment, enterprises confront complex challenges arising from global economic shifts and rapid advances in technology. To thrive in this evolving landscape, enterprises must innovate, transform, and optimize costs while also expanding revenues. This report serves as a comprehensive guide for leaders navigating the intricacies of the Customer Experience Management (CXM) market. It explores the various aspects of the CXM market, including the provider landscape, channel adoption trends, and the integration of cutting-edge technologies such as generative AI, the metaverse, language translation solutions, and workforce management tools. Focusing on global delivery locations, language availability, and emerging trends, the report provides a roadmap for informed decision-making. Additionally, it assists enterprises to optimize their CX portfolios through sourcing and provider management strategies, as well as address vital aspects such as selecting pricing models and strategic recommendations for leveraging price arbitrage benefits. Ultimately, the report equips buyers with the necessary tools and insights to effectively engage with their CXM providers and achieve sustained success in the competitive realm of CXM. Scope All industries and geographies Contents In this report, we: Explore the CXM market and understand enterprise considerations during provider engagement Analyze patterns in the enterprise adoption of emerging technologies, pricing models, and delivery locations Understand CX sourcing and provider management strategies   CX Excellence Customer Experience Management (CXM) Services, including Contact Center Outsourcing Outsourcing Excellence

Customer Experience Management (CXM) Service Provider Compendium 2023 provides detailed and fact-based snapshots of 54 CXM service providers. Each profile offers a comprehensive view of the provider’s scale of operations, digital solutions, portfolio mix, and delivery locations, along with Everest Group’s PEAK Matrix® provider assessment. The compendium will enable providers to benchmark their capabilities against their peers, while buyers of CXM will be able to assess the providers based on the desired set of capabilities. Scope Domain: CXM Industry: all Geography: global, Americas, EMEA, and APAC Contents In this research, we feature 54 CXM service provider profiles and examine their: Services suite and scale of operations: key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Delivery locations: details of key delivery locations worldwide Capabilities and clients: major engagements and revenue by geography, industry, and buyer size Everest Group assessment: providers’ position on Everest Group’s PEAK Matrix® -Global, Americas, EMEA, and APAC; along with their market share and delivery capability assessment, and overall evaluation of capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management

The growing interest in sustainable and responsible business practices has propelled the widespread adoption of impact sourcing among enterprises and providers. Over time, the advantages of impact sourcing, such as accessing previously untapped talent pools, improving retention rates, and enhancing employer brands, have become increasingly apparent. Providers are actively investing in underserved regions, forging partnerships with local authorities, non-profit organizations, educational institutions, and talent acquisition agencies to create employment opportunities for individuals from disadvantaged communities. Additionally, governmental policies mandating employment, coupled with incentives and tax benefits, alongside the increasing recognition and adoption of Environmental, Social, and Governance (ESG) norms and the United Nations’ Sustainable Development Goals (SDGs), have encouraged businesses to enhance their workforce diversity. Enterprises are demonstrating a growing preference for providers that have implemented impact sourcing programs or other social initiatives. Most enterprises are satisfied with their impact sourcing engagements, covering various aspects such as domain expertise, service portfolio, delivery capabilities, talent, and commercial factors. Some enterprises are partnering with providers to leverage their expertise in developing their own impact sourcing programs, aiming to enhance inclusivity and diversity in their talent management practices. This report relies on primary and secondary data collection, including conversations with various market participants such as enterprise buyers, outsourcing providers, and impact sourcing specialists. The primary objective of this report is to inspire and enable enterprises and providers to incorporate impact sourcing and other inclusive talent management strategies within their organizations. Scope All industries with focus on impact sourcing talent strategy Geography: global Impact sourcing programs of both impact sourcing specialists and traditional providers This report is based on primary and secondary data collection, conversations with market participants (buyers, outsourcing providers, and impact sourcing specialists), and fact-based research Contents In this report, we analyze: The concept of impact sourcing and the comprehensive impact sourcing market landscape, including market size, trends, and talent portfolio Talent management practices of impact sourcing across the hire-to-retire cycle Buyers’ take on impact sourcing and case studies highlighting some impact sourcing engagements The role of technology on the impact sourcing market and the future trajectory of impact sourcing programs Membership(s) Application Services Banking Business Process Banking Information Technology Catalyst™ Cloud and Infrastructure Services Contingent Staffing Contingent Workforce Management Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Cybersecurity Data & Analytics Digital Adoption Platforms (DAP) Digital Services Digital Workplace Employee Experience Management (EXM) Platforms Engineering Research and Development Engineering Services Enterprise Platform Services (EPS) Finance and Accounting Financial Services Technology (FinTech) GBS/SS Talent Excellence Healthcare Payer and Provider Business Process Healthcare Payer and Provider Information Technology Human Resources Insurance Technology (InsurTech) IT and Digital Transformation Life Sciences Business Process Life Sciences Information Technology Locations Insider™ Market Vista™ Marketing and Interactive Experience Sourcing and Vendor Management Procurement and Supply Chain Recruitment Retirements Technologies Software Product Engineering Services Sustainability Technology and Services Technology Skills and Talent

Everest Group's Impact Sourcing Specialists’ Directory is a comprehensive resource on impact sourcing specialists’ offerings and capabilities. It fosters awareness and connections for enterprises seeking to harness these specialists’ expertise in establishing inclusive talent practices and impact sourcing initiatives, positively impacting marginalized regions and talent globally. Scope All industries and geographies Contents This directory provides: A comprehensive list of impact sourcing specialist service providers Key dimensions and attributes on which enterprises can assess these specialists Access to tailored specialist profiles based on enterprise needs Membership(s) Sustainability Technology and Services Sourcing and Vendor Management

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. 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. Scope 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 Contents In this report, we share: 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 Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Global macroeconomic conditions are indicating the probability of a recession. Despite the adversity, enterprises are partnering with service providers to avail improved digital customer experience services, transformational consultancy, and market intelligence services. In this report, we examine the Customer Experience Management (CXM) market in the wake of the pandemic, factors affecting market growth, and changes in service delivery models. We also discuss differentiating factors for service providers, buyer satisfaction performance, key investment themes, major acquisitions, and future trends in the CXM market. Scope All industries and geographies Contents In this study, we: Examine the effects of post-pandemic recovery on CXM outsourcing Provide an overview of the outsourcing trends in the Americas, EMEA, and APAC Study the post-pandemic changes in the competitive landscape Evaluate service providers based on buyer satisfaction levels Discuss the future of CXM outsourcing Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management