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  • FEATURED
    Viewpoint

    June 27, 2025
    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.    
  • Viewpoint

    June 25, 2025
    As online dating platforms face growing user expectations, evolving risks, and heightened regulatory scrutiny, T&S has become a strategic imperative rather than a support function. This Viewpoint explores the critical role T&S plays in fostering safer user experiences and protecting brand trust in a deeply personal and high-risk digital environment. It examines the primary drivers compelling enterprises to invest in robust T&S programs, including the need to combat romance scams, deepfake content, and off-platform abuse and outlines the key operational challenges involved in scaling these efforts across regions, cultures, and threat vectors. The report also highlights how leading platforms are investing across technology, people, policy, and process to strengthen T&S systems. It emphasizes the increasing importance of external partnerships to extend global coverage, accelerate response capabilities, and provide specialized support. As outsourcing models evolve, platforms are demanding more strategic alignment, domain expertise, and measurable impact from providers. Ultimately, the report underscores that building safer dating ecosystems requires integrated, user-centered approaches anchored in collaboration, adaptability, and long-term commitment to safety as a core business priority.
  • Viewpoint

    June 09, 2025
    Enterprises today face an urgent challenge in their fraud and abuse prevention strategies. While adversaries innovate with automation, synthetic identities, and cross-platform manipulation, most organizations remain reliant on siloed, reactive fraud systems. Traditional systems of record and systems of engagement cannot respond to real-time threats or enforce dynamic policies, leaving organizations exposed to costly delays, false positives, and operational inefficiencies. This report introduces Systems of Execution (SoE) as the next essential step in Trust and Safety (T&S). SoE solutions unify behavioral signals, AI decision engines, and orchestration layers to create an intelligent, self-learning defense model capable of sub-second action. They transform T&S into a proactive function, enabling real-time fraud detection and autonomous enforcement across the customer life cycle. The Viewpoint explores SoE’s real-world applications, CIO-ready KPIs, implementation framework, and a readiness checklist to help enterprises navigate architectural, talent, and ecosystem gaps and accelerate adoption. Scope All industries and geographies Service: T&S and fraud and abuse prevention Contents In this report, we examine: SoE in T&S SoE versus traditional fraud systems SoE’s real-world industry applications and benefits Strategic and operational KPIs for CIOs SoE future state and readiness Implementation framework for SoE in fraud prevention Memberships Trust and Safety Sourcing and Vendor Management
  • Provider Compendium

    June 06, 2025
    As digital platforms grow and content becomes more complex, enterprises are re-evaluating how they manage Trust and Safety (T&S). The focus has shifted from just handling volume to moderating varied content types, adhering to fast-changing regulations, and adapting to local cultural contexts. As a result, enterprise demand for specialized content moderation, data annotation and labeling, AI safety services, and other value-added services has increased, with demand maturing for more traditional moderation services. This compendium provides accurate, comprehensive, and fact-based snapshots of 28 T&S service providers. Each profile offers a detailed overview of the provider’s scale of operations, recent developments and investments, T&S-specific technology solutions, including generative AI solutions, well-being initiatives, services offered for generative AI adoption, and delivery locations. The research enables T&S service buyers to understand providers’ offerings and assess their capabilities. Scope All industries and geographies Contents This report features 28 T&S service provider profiles and includes: Services overview: key leaders, revenue, FTEs, and number of clients Delivery locations: details of key delivery locations worldwide Client portfolio: key clients and recently announced contracts, T&S revenue split by geography, segment, and industry, and client split by buyer size Technology solutions: brief descriptions of key technology solutions, including generative AI solutions AI support services: services offered to enterprises to enable generative AI adoption
  • Viewpoint

    May 05, 2025
    The global rise in digital content, driven by AI, has intensified online threats, including child sexual exploitation and abuse, and solicitation, creation, and distribution of Child Sexual Abuse Material (CSAM). CSAM moderation and prevention require cutting-edge detection tools, expert moderation workflows, and global threat intelligence. It calls for a united and proactive defense ecosystem comprising enterprises, regulatory bodies, T&S technology and service providers, and child welfare agencies worldwide. In this report, we examine emerging CSAM threats, including AI-generated CSAM, review evolving global regulations, and outline enterprise best practices. This report aims to guide organizations to strengthen CSAM detection and prevention efforts in today’s digital landscape. Scope All industries and geographies Contents In this report, we explore: The immediate and growing CSAM threats Global regulatory responses and their impact on enterprise policies Existing technologies for CSAM detection and their limitations Recommendations for enterprises to effectively moderate CSAM Memberships Trust and Safety Sourcing and Vendor Management
  • PEAK Matrix®

    March 28, 2025
    The Trust and Safety (T&S) industry experienced significant shifts last year. These shifts were due to a sharp rise in egregious content volumes, particularly during elections, new regulations requiring nuanced compliance strategies, and increased enterprise generative AI adoption. As a result, enterprise demand for specialized content moderation, data annotation and labeling, AI safety services, and other value-added solutions increased, but the demand for traditional moderation services matured. Enterprises now expect T&S service providers to meet evolving enterprise requirements and become strategic enablers by delivering comprehensive T&S solutions and supporting responsible AI deployment, content policy development, and regulatory compliance efforts. The current T&S service provider landscape includes IT/BPO firms, CXM providers, and niche specialists, each bringing their expertise to address enterprise T&S concerns. Providers are building proprietary solutions, expanding operations in talent-rich regions, and increasing investments in AI safety. Additionally, they leverage partnerships with technology firms to enhance T&S solutions across the value chain. In this report, we assess 28 T&S service providers’ capabilities. Each profile includes the provider’s key strengths and limitations. The report enables buyers to choose the right-fit provider based on sourcing considerations. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for the calendar year 2025, interactions with leading T&S service providers, client reference checks, and an ongoing analysis of the T&S market Contents In this report, we: Evaluate 28 leading T&S service providers Assess the T&S landscape Compare providers’ key strengths and limitations
  • Thematic Report

    Feb. 27, 2025
    In 2024, the Trust and Safety (T&S) industry navigated complex challenges from global elections and evolving regulations on child safety, misinformation, AI, and data privacy. These challenges necessitated nuanced compliance strategies. Despite Safety by Design remaining a top priority, growth of enterprise spending on T&S, particularly legacy moderation, declined due to budget constraints and increased automation. The T&S BPS market is expected to mature further due to AI support services’ expansion and slower growth in legacy moderation. Key growth factors include complexity in moderation of AI-generated content, stricter regulations, and demand for specialized moderation and ethical AI practices. However, growth will be slow as businesses shift toward community-driven moderation and rely more on generative AI and agentic AI. This slowdown may drive market consolidation due to margin pressures, scalability challenges, talent needs, and technology disruptions. In this report, we highlight key T&S trends from 2024, analyzing key enterprise events and challenges. The report offers 2025 market predictions, including expected market size, key headwinds and tailwinds, and their potential impact. Scope All industries and geographies Contents In this report, we examine: Key events and happenings in the T&S industry in 2024 The T&S industry’s market size and outlook for 2025 and beyond Market themes for 2025 and beyond Membership(s) Trust and Safety Sourcing and Vendor Management
  • Thematic Report

    Jan. 30, 2025
    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
  • Provider Compendium

    Dec. 30, 2024
    In today’s competitive landscape, enterprises must foster customer loyalty for sustainable growth and long-lasting relationships. Personalized experiences and innovative loyalty programs emerge as a novel strategy to enhance customer satisfaction and drive engagement. Enterprises increasingly seek expertise in loyalty solutions and services that integrate seamlessly across all touchpoints, offering comprehensive end-to-end management. In addition to loyalty program strategy, design, and activation, enterprises are looking for loyalty platforms that can integrate effortlessly across all customer touchpoints – online, in-store, mobile applications, and social media – and offer end-to-end loyalty management capabilities. This compendium provides accurate, comprehensive, and fact-based snapshots of 18 loyalty solution and service providers’ capabilities. Each profile offers a detailed overview of the provider’s service focus areas including adoption by geography, industry, and buyer size, recent developments and investments, key Intellectual Property (IP) / solutions, and case studies. Scope All industries and geographies Contents This report features 18 loyalty solution and service providers’ profiles and includes: Provider overview: adoption by geography, industry, and buyer size Recent developments: in-house investments (expansion, technology development, and talent development) and external investments (mergers and acquisitions and partnerships) Case studies: examples of the scope of work covering loyalty services and solution offerings Proprietary solutions: key IP/solutions in the loyalty domain Membership(s) Marketing and Interactive Experience Sourcing and Vendor Management
  • Viewpoint

    Dec. 19, 2024
    The third-party technology landscape, comprising established legacy companies and emerging start-ups, is rapidly evolving. The growing adoption and emergence of new solutions and increasing collaboration and co-innovation among stakeholders fuel this landscape’s evolution. Third-party Trust and Safety (T&S) technologies’ role will grow with innovation and accountability. Addressing data privacy and security, provider lock-in, and ethical concerns while partnering strategically with providers enables enterprises to scale AI technologies and optimize their T&S operations effectively. In this report, we evaluate the current state of third-party T&S technologies, key trends shaping third-party T&S technology adoption, and challenges enterprises encounter when implementing third-party T&S solutions. The report also includes some best practices for enterprises when partnering with technology providers for technology solutions. Scope All industries and geographies Contents In this report, we examine: Current T&S technology ecosystem’s status Key trends shaping the third-party T&S technology landscape Challenges while adopting third-party technology solutions Enterprise best practices while leveraging third-party T&S technology Membership(s) Trust and Safety Sourcing and Vendor Management