Enterprises struggle with delivering seamless, real-time customer support as the limitations of legacy systems do not meet customers’ rising expectations. Traditional Systems of Record (SoR), such as CRMs, and Systems of Engagement (SoE), such as chatbots and IVRs, operate in silos, rely heavily on manual resolution, and lack the intelligence to act on live customer signals. This system limitation results in fragmented omnichannel experiences, high operational costs, and diminished customer satisfaction. This report introduces Systems of Action (SoA) as the next strategic evolution in Customer Experience (CX). SoA combine real-time data, agentic AI, and autonomous orchestration to proactively detect customer intent, decide optimal next actions, and execute resolutions across digital and human touchpoints. This Viewpoint shows real-world SoA deployments that transform contact centers from reactive service hubs into intelligent, outcome-driven engines. It provides CIOs with a clear roadmap for SoA implementation, including a readiness framework, key metrics for success, and strategies to close capability gaps across data, talent, and technology.    

AI is rapidly redefining how enterprises manage customer interactions, particularly in the context of language diversity across global markets. Traditional language translation methods, such as human interpreters or multilingual agents, have long posed challenges due to high costs, inefficiencies, and inconsistent service quality. AI-driven tools offer a scalable, accurate, and cost-effective alternative, enabling enterprises to serve customers in their preferred languages. The report explores how AI-powered language interpretation is delivering seamless, multilingual Customer Experiences (CXs) at scale. With survey insights from 100 respondents, which includes enterprises, IT BPOs, GSIs, and Customer Experience Management (CXM) providers, the report highlights current adoption trends, enterprise readiness, and use cases. It also addresses strategic priorities, including the shift toward low-cost delivery regions and AI’s role in supporting a linguistically diverse workforce without relying on native-language agents. The report also outlines challenges and concerns from the lens of both enterprises and providers. Moreover, it positions AI-powered language interpretation as a key global CX transformation enabler, offering enterprises a practical roadmap to enhance customer engagement, operational efficiency, and market reach in an increasingly connected and multilingual world. Scope All industries and geographies Contents In this report, we highlight: The need for real-time AI-powered language interpretation tools and their applications in contact centers Enterprises’ readiness for these tools and key requirements from them Language interpretation technology’s implications and business benefits in CXM Providers’ role in enabling AI-enabled language interpretation’s widespread adoption Potential challenges associated with the technology, along with adoption best practices

Accent localization is fast emerging as a game-changing solution for global Customer Experience Management (CXM). As enterprises increasingly deliver CX services from offshore and nearshore hubs, the demand for speech technologies that ensure clear, culturally resonant, and locally understandable communication is rising. This report delves into accent neutralization tools’ current state, how they have evolved from manual training to real-time AI-driven speech-to-speech models, and their growing role in improving agent performance and customer satisfaction. It also explores today’s solutions’ limitations, including challenges with diverse dialects, contextual understanding, and latency. It also examines the competitive provider landscape, profiling leading technology providers and outlining their key capabilities. The report offers enterprises a strategic guide to navigating the accent localization space and improving global CX outcomes by highlighting the latest innovations and adoption drivers. Scope All industries and geographies Contents IIn this report, we examine: Accent localization’s role in enhancing CXM Accent neutralization technology’s evolution, from agent training to real-time speech-to-speech solutions Key limitations and challenges current accent localization tools face Top technology providers in the space The current accent localization market landscape and emerging trends for global customer service delivery

Organizations face several challenges managing multilingual communication within Customer Experience Management (CXM), including high costs, operational inefficiencies, and inconsistent translation quality. These issues often obstruct delivering seamless, culturally relevant, and accurate interactions across diverse customer bases. AI-powered language translation solutions address these challenges by leveraging cutting-edge technologies such as Neural Machine Translation (NMT), automatic speech recognition, and text-to-speech. These advanced tools enable enterprises to deliver accurate, context-aware translations across various customer interaction channels, including chat, email, and voice. These solutions enhance operational efficiency, reduce costs, and ensure consistent translation quality by providing scalable, real-time, and sentiment-aware translations that account for cultural and industry-specific nuances. Ultimately, they empower organizations to optimize global operations, reduce customer churn, and foster long-term customer loyalty. The report comprehensively analyzes the AI-powered language translation landscape, including key solution components, considerations to select the right tool, and an overview of leading providers. It highlights how these solutions have evolved from traditional multilingual human support to NMT, and how AI-powered real-time language translation is redefining the CXM value chain. Despite their potential, current solutions face limitations such as real-time translation latency, support for less widely spoken languages, and contextual and cultural nuance preservation. The report also profiles 16 leading technology providers that offer AI-powered translation solutions, showcasing their capabilities and alignment with CXM needs. Scope All industries and geographies Contents In this report, we provide: A detailed look at CXM Key business challenges in providing multilingual support within CXM Insights into how AI-powered language translation addresses these business challenges An overview of language translation solutions’ evolution A breakdown of AI-powered language translation solutions’ core components Important considerations when selecting AI-powered language translation products Limitations and gaps in existing AI-powered language translation solutions A review of key providers offering AI-powered language translation solutions for CXM Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Our Customer Experience Management (CXM) key priorities research is based on annual surveys that capture key trends in the global sourcing industry. Despite the uncertainty, inflation, and macroeconomic instability, enterprises achieved stronger-than-anticipated results in 2024. For 2025, the outlook is positive, with cautious optimism and opportunities to capitalize on growing customer demand. Key enterprise priorities for 2025 include improving agent productivity, accelerating revenue growth, and optimizing costs. CX stakeholders anticipate significant changes in their service provider mix to enhance service quality and increase flexibility. Moreover, the demand for swift and impactful outcomes is prompting enterprises to shift from long-term contracts to shorter ones. As we move into 2025, agentic AI is set to become the next significant innovation, offering enterprises the potential for autonomous decision-making and operational efficiency. In this report, we present the findings from a study conducted in October and November 2024 with senior CX leaders from global enterprises. The report highlights their perspectives and strategies for 2025. It examines leading enterprise challenges in 2024 and outlines plans to maximize CXM value in an ever-evolving environment. Scope Geography: global Industry: cross-industry Service: CXM Contents In this report, we examine: Top business challenges and key business model changes in 2025 2025 outlook and priorities Key themes prioritized in the CXM services industry Anticipated changes to provider portfolios Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Enterprises increasingly value delivering high-quality Customer Experience (CX) through adaptable, scalable, and integrated cloud-based platforms. Contact Center-as-a-Service (CCaaS) systems connect seamlessly with CRM platforms, cloud data solutions, enterprise resource planning, IT service management, and automation tools, becoming foundational for modern CX strategies. Generative AI has further reshaped the CCaaS space, sparking advances in agent-assist technology, knowledge management, workforce optimization, and quality control. Additionally, many providers are aligning their CCaaS and unified communications-as-a-service solutions into cohesive business communication platforms. Additionally, CCaaS providers are strategically partnering with conversational AI, workforce management, and CRM providers, which allows them to expand their CXM capabilities through various integrated solutions. This compendium provides comprehensive and fact-based snapshots of 18 CCaaS technology providers. Each profile specifies the provider’s position on Everest Group’s PEAK Matrix® and insightfully analyzes its capabilities. The compendium will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we evaluate 18 CCaaS solution providers on their: Company overview Market adoption and capabilities Recent investments and announcements Client portfolio mix Product overview, features and functionalities, and key enhancements Capabilities across PEAK Matrix® dimensions Commercial models Key partnerships Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Conversational AI encompasses advanced technologies, such as intelligent virtual agents, chatbots, voice assistants, and agent assist tools, designed to facilitate human-like interactions between businesses and customers. These solutions leverage natural language processing and machine learning to automate communication across channels such as websites, messaging apps, and voice interfaces, enabling personalized, real-time responses. Conversational AI streamlines both customer-facing and internal processes, driving operational efficiency, improving user experiences, and offering 24/7 support across industries such as e-commerce, banking, and healthcare. Customized Large Language Models (LLMs) are boosting personalization and contextual understanding, while new ecosystems combining conversational AI and generative AI are driving more intelligent and adaptive customer interactions. This report comprehensively outlines the conversational AI market, including top providers, technology ecosystems, adoption drivers, and buyer insights. It also explores how generative AI can enhance conversational AI capabilities, revolutionizing customer engagement and offering businesses a competitive edge in a rapidly evolving digital landscape. Scope All industries and geographies Contents In this report, we provide: An overview of conversational AI solutions’ provider landscape and partnership ecosystem Conversational AI solutions’ market size and adoption trends across buyer geography, size, industry, and business function Insights into the impact of generative AI and LLMs on conversational AI solutions Buyer insights, adoption drivers, future outlook, and barriers to conversational AI adoption Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

The Contact Center-as-a-Service (CCaaS) market is rapidly evolving as enterprises increasingly recognize the value of delivering superior Customer Experience (CX) through flexible, scalable, and integrated cloud-based solutions. These platforms seamlessly integrate with CRM systems, cloud data platforms, enterprise resource planning systems, IT service management, and automation tools, making them essential for modern CX strategies. Gen AI has further transformed the CCaaS landscape, driving innovation in areas such as agent-assist solutions, knowledge management, workforce management, and quality assurance. Additionally, providers are increasingly integrating their CCaaS and Unified Communications-as-a-Service (UCaaS) offerings into comprehensive business communication suites. The CCaaS market is also experiencing a surge in strategic partnerships, with technology giants such as Microsoft and Google expanding the ecosystem and providing enterprises with a diverse range of integrated solutions to strengthen their CXM capabilities. In this report, we assess 18 CCaaS technology providers featured on Everest Group’s PEAK Matrix® 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each provider profile provides a comprehensive overview of its service focus, key intellectual property / solutions, domain investments, and case studies. The research will help buyers select the right-fit technology provider for their needs, while technology providers will be able to benchmark themselves against competition. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CCaaS technology providers, client reference checks, and an ongoing analysis of the CCaaS market Contents In this report, we assess: 18 leading CCaaS technology providers as per Everest Group’s PEAK Matrix® framework The CCaaS technology provider landscape Providers’ key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Conversational AI has revolutionized interactions between businesses, individuals, and technologies, enhancing customer experiences, driving customer acquisition, and establishing market differentiation. In recent years, especially with the advent of generative AI and Large Language Models (LLMs), conversational AI providers are addressing the increasing demand for more sophisticated chatbot capabilities by introducing new features and enhancing existing offerings to deliver comprehensive and accessible solutions for diverse use cases. Providers are also ensuring enterprise data protection, transparency, and explainability to maximize conversational AI solutions’ benefits. This compendium provides comprehensive and fact-based snapshots of 26 conversational AI technology providers and offers insightful analysis of their capabilities. The compendium enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we feature 26 conversational AI provider profiles and include: Company overview Product Overview Recent investments and announcements Market adoption and partnership overview FTEs by function Product features, functionalities, and key enhancements Capabilities across PEAK Matrix® dimensions Key partnerships Memberships Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

The digital Customer Experience Management (CXM) market is growing rapidly, particularly in the Philippines. Digital CXM leverages digital concepts and advanced analytics, automation solutions, Conversational AI (CAI), cloud-based contact centers, omnichannel solutions, and customer experience (CX) consulting to deliver personalized customer interactions across channels. The growing digital CXM implementation in the Philippines highlights businesses’ increasing confidence in online platforms and CAI to enhance service delivery, engagement, and overall CX. Among rapidly adopted solutions to improve CX, CAI is prominent in the productized AI space, facilitating deployments in internal and customer-facing technologies. CAI leverages Natural Language Processing (NLP) capabilities to interact with users through text, voice, video, or a combination. Different industries and business functions have embraced CAI, recognizing its potential to enhance and streamline business processes. Some prominent CAI use cases include internal technologies (employee helpdesk, knowledge management systems, and agent assist tools) and customer-facing technologies (virtual assistants, chatbots, and self-service portals). In this report, we examine CAI adoption’s benefits and challenges, assess strategies to enhance business outcomes, and offer a roadmap for successful implementation. The report also covers CAI’s industry-specific applications and future outlook in the Philippines. Scope Industry: all Geography: the Philippines Functions: CXM and CAI Contents In this report, we: Examine the digital CX market growth in the Philippines Assess key challenges that providers face in the Philippines market Identify how firms can enhance business outcomes through CAI in the Philippines Recommend a roadmap for CAI adoption in the Philippines Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Sourcing and Vendor Management