As lead management evolves into a strategic, cross-functional discipline, trailblazing platforms are enabling businesses to streamline lead capture, qualification, nurturing, and conversion. This report assesses 17 technology providers offering lead management solutions that support sales and customer engagement processes. It evaluates providers across four key dimensions: business maturity, technology capabilities, process coverage, and talent strategies, and highlights differentiators in omnichannel engagement, predictive scoring, and workflow automation. Furthermore, it offers insights for enterprises seeking to enhance lead management practices and align marketing, sales, and customer success functions. Scope All industries and geographies Contents In this report, we cover: Key trends shaping the lead management landscape Core capabilities across the lead management value chain Drivers and barriers to adopting lead management platforms Leading solutions’ differentiating features, including AI and automation A comparative assessment of trailblazing technology providers

Customer Experience (CX) is fundamentally transforming as enterprises shift from managing costs to achieving measurable business outcomes. With generative AI, Large Action Models (LAMs), and advanced analytics at the core, organizations are adopting outcome-driven strategies that create personalized, efficient, and scalable CX delivery models. In this report, we explore how global enterprises embed AI across the CX value chain to unlock growth opportunities, improve customer engagement, and drive operational efficiency. From hyper-personalization for Subject Matter Experts (SMEs) to multilingual support and dynamic pricing, AI enables businesses to deliver seamless, context-aware experiences across channels and touchpoints. This report demonstrates AI’s potential to enhance top-line and bottom-line impact through practical use cases, from virtual try-ons in retail to AI-powered virtual assistants in banking and telecom. These use cases emphasize a total experience approach that integrates employees, customers, and operational insights, shifting the CX narrative from isolated support functions to enterprise-wide engagement. Scope Geography: global Industry: all Service: CXM Contents In this report, we examine: Examine enterprises’ evolving CX strategies from cost efficiency to outcome-driven transformation using AI Assess how generative AI, LAMs, and multimodal AI enable intelligent, personalized CX Analyze key stages in building scalable AI-powered CX models Evaluate use cases across industries, highlighting AI’s impact on engagement, efficiency, and revenue

The Sales Services Provider Compendium 2024 provides detailed and fact-based snapshots of 14 sales service providers offering B2B and B2C sales services, respectively. Each profile offers a detailed overview of the provider’s service focus areas, including scale of operations, adoption by geography, industry, and buyer size, recent developments and investments, key IP solutions, partnership ecosystem, and delivery locations. The compendium will enable providers to benchmark their capabilities against their peers and empower sales services buyers to assess providers based on their capabilities. Scope Domain: B2B and B2C sales services Industry: all Geography: global Contents In this research, we feature 14 sales service providers and examine their: Services’ suite and scale of operations, including FTEs, revenue, recent developments, proprietary solutions, and partnerships Key delivery locations worldwide Capabilities such as process covered, languages served, key engagements, and revenue by geography, industry, and buyer size Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Marketing and Interactive Experience Sourcing and Vendor Management

The sales services landscape is rapidly evolving due to disruptive technologies, elevating customer expectations, and enterprise focus on data-driven decision-making. Customers are increasingly seeking more tailored and customized experiences. In this space, inside sales services such as lead generation, customer segmentation, and lead qualification are vital revenue drivers. Furthermore, digital commerce and marketplace services are expected to see accelerated growth. North America continues to dominate the sales service outsourcing landscape with businesses adopting emerging technologies and advanced analytics to deliver personalized customer experiences. The technology, and telecom and media sectors particularly see significant sales service outsourcing. The sales services’ technologies suite includes diverse tools and solutions, such as sales forecasting platforms, lead generation and qualification tools, data management solutions, marketing and sales analytics, and agent assist applications. Advanced analytics, AI, and automation are increasingly shaping these solutions, enabling providers to meet the growing demands for more efficient and personalized sales processes. Several providers are partnering with technology vendors to boost their AI capabilities and broaden their service offerings. In this report, we analyze 15 B2B and 9 B2C sales service providers’ capabilities across industries globally. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading sales service providers, client reference checks, and an ongoing analysis of the sales services market Contents In this report, we: Examine the sales services market Position the providers on the Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants Compare providers’ key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Marketing and Interactive Experience Sourcing and Vendor Management

Customer Experience Management (CXM) in EMEA – Provider Compendium 2024 provides detailed and fact-based snapshots of 39 CXM providers offering services in the EMEA region. Each profile offers a comprehensive view of the provider’s scale of operations, proprietary digital solutions, partnership ecosystem, portfolio mix, and delivery locations. The compendium will enable providers to benchmark their capabilities against their competition, while CXM buyers will be able to assess the providers based on their specific capabilities. Scope Domain: CXM Industry: all Geography: EMEA Contents In this research, we feature profiles of 39 CXM providers offering services in the EMEA region and examine their: Services’ suite and scale of operations, including key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Key delivery locations worldwide Capabilities, major engagements, and revenue by geography, industry, and buyer size Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Customer Experience Management (CXM) Service Provider Compendium 2024 – APAC offers detailed and fact-based snapshots of 35 CXM providers offering services in APAC. Each profile offers a comprehensive view of the provider’s scale of operations, proprietary digital solutions, partnership ecosystem, portfolio mix, and delivery locations. The compendium will enable providers to benchmark their capabilities against their competition, while CXM buyers will be able to assess the providers based on their specific capabilities. Scope Domain: CXM Industry: all Geography: APAC Contents In this research, we feature profiles of 35 CXM providers offering services in the APAC region and examine their: Services’ suite and scale of operations, including key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Key delivery locations worldwide Capabilities, major engagements, and revenue by geography, industry, and buyer size Memberships Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The post-pandemic business environment, marked by economic challenges and geopolitical uncertainties, has slowed the growth of traditional Customer Experience Management (CXM) outsourcing. However, organizations are increasingly embracing digital CXM services, focusing on digital transformation and adopting generative AI. Enterprises are rapidly moving from AI pilot programs to full-scale implementations, recognizing AI's potential to enhance customer interactions, personalization, efficiency, and satisfaction. This report analyzes the outsourced CXM market, covering adoption trends, regional and industry developments, enterprise priorities, decision-making, and provider performance. It also provides insights into the digital CXM landscape, the progress of generative AI adoption, key investment themes, and emerging trends shaping the future of CXM outsourcing. Scope All industries and geographies Contents In this study, we: Analyze evolving enterprise CXM priorities and decision-making Examine macroeconomic conditions’ effects on CXM outsourcing Provide an overview of buyer satisfaction and outsourcing trends in the Americas, EMEA, and APAC Study changes in the competitive landscape Discuss generative AI adoption’s current state and the future of CXM outsourcing Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Customer Experience Management (CXM) in the Americas – Provider Compendium 2024 provides detailed and fact-based snapshots of 45 CXM providers offering services in the Americas. Each profile offers a comprehensive view of the provider’s scale of operations, proprietary digital solutions, partnership ecosystem, portfolio mix, and delivery locations. The compendium will enable providers to benchmark their capabilities against their peers, while CXM services buyers will be able to assess the providers based on the desired set of capabilities. Scope Domain: CXM Industry: all Geography:the Americas Contents In this research, we feature profiles of 45 CXM providers offering services in the Americas region and examine their: Services’ suite and scale of operations, including key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Key delivery locations worldwide Capabilities, major engagements, and revenue by geography, industry, and buyer size Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

After experiencing significant growth post-pandemic, the customer experience management (CXM) market hit turbulence in 2024. Enterprises are now more cautious about their spending, pushing service providers to do more with less. At the same time, generative AI (gen AI)-led use cases are moving into production, which is revolutionizing how contact center leaders are thinking about their future operating models. Watch this webinar to hear our CXM experts examine how the CXM market has evolved throughout 2024, and share what can be expected for 2025. What questions did the webinar answer? How does the CXM service provider landscape across regions look in 2024 How was the year for the broader CXM market, and which themes have materialized? What should we expect from the CXM market in 2025?

The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult macroeconomic environment, driven by the diverse economic landscape and accelerated digital transformation. Specific growth drivers include increased AI and automation adoption, rising demand for enhanced customer service, substantial investments in digital infrastructure, and a notable surge in demand from the energy and utilities sector amid a global energy crisis. Enterprises across EMEA are aggressively advancing their digital transformation strategies, prompting providers to focus on delivering highly customized digital Customer Experience (CX) solutions strongly emphasizing data privacy and security. AI-driven personalization and localized service delivery’s growing demand reflects the region’s rich cultural and linguistic diversity. To support these evolving needs, providers are establishing centers of excellence dedicated to deploying advanced solutions such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, which are driving innovation in digital CX, including gen AI technologies’ integration. Furthermore, many providers are strategically partnering with hyperscalers and AI providers to enhance their AI capabilities and expand their service offerings. In this report, we analyze 37 CXM service providers’ capabilities across industries in EMEA. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope Industry: All Geography: EMEA This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market. Contents In this report, we: Examine the CXM market in EMEA Assess providers’ key strengths and limitations Provide sourcing considerations for enterprises Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management