The insurance industry is transforming from a traditionally conservative landscape to a tech-savvy, customer-centric ecosystem. This Viewpoint explores how insurers are embracing next-generation technologies, including AI, automation, and generative AI, to modernize their operations. It delves into key aspects such as regulatory compliance, third-party providers’ growing role in driving business outcomes, and the industry's transition from a digital laggard to a forward-thinking, innovation-driven environment. In response to evolving customer demands, insurers are prioritizing digital transformation to deliver superior customer experiences. To unlock long-term value, insurers must improve member engagement, leverage AI technologies, and form strategic partnerships. This Viewpoint offers actionable insights to help insurers navigate this shift, enhance their member experiences, and build more agile, AI-enabled ecosystems. Scope All industries and geographies Contents In this report, we examine: A new era in insurance supported by AI and automation leading to insurers’ digital transformation Stringent regulatory compliance in the insurance industry and strategies insurers employ to stay compliant Role of third-party providers in achieving business outcomes The insurance industry’s transition from a digital laggard to an evolving, tech-first landscape

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

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

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

In 2023, the APAC region's Customer Experience Management (CXM) market witnessed moderate growth, fueled by the adoption of omnichannel solutions, generative AI, and cloud services and the evolving social media landscape. Enterprises seeking to collaborate with CX service experts are driving this expansion to reduce costs, diversify operations, and support regional expansion. The travel and hospitality sector notably increased its CXM outsourcing due to a surge in tourism in countries such as Malaysia, Singapore, and the Philippines, while telehealth services’ rise in India and China spurred CXM’s demand in healthcare. Additionally, increasing mobile penetration and retail and e-commerce growth have amplified digital CXM solutions’ need across the region. Providers have established centers of excellence focused on deploying advanced solutions, such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, to accelerate innovation in digital CX, including generative AI. Many providers are also partnering with hyperscalers and AI startups to bolster their AI capabilities and broaden their service offerings. In this report, we analyze 29 CXM service providers’ capabilities across industries in APAC. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope Industry: all Geography: APAC 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 APAC 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

The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. This favorable climate encouraged substantial investments from regional providers. Businesses are accelerating their digital transformation journeys. In response, providers offer diverse digital CX solutions, including automation, analytics, conversational AI, chatbots, self-service options, omnichannel delivery, and cloud-based contact centers. To drive innovation and implementation in digital CX, including gen AI adoption, providers have established Centers of Excellence (CoEs). These centers deploy gen AI solutions, such as knowledge-as-a-service, learner co-pilots, QA&QC co-pilots, conversational AI chatbots, and agent-assist tools. Moreover, most providers are forging strategic partnerships with hyperscalers and AI startups to enhance their gen AI capabilities and expand their service offerings. In this report, we analyze 43 CXM service providers’ capabilities across industries in the Americas. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies. Scope Industry: all Geography: Americas 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 Examine the CXM market in the Americas Assess providers’ key strengths and limitations Evaluate enterprise sourcing considerations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management

The Customer Experience Management (CXM) industry is shifting from traditional channels to text-based apps, driven by customer demands for flexibility and instant service. Gen AI is at the forefront of this revolution, offering hyper-personalized interactions, increasingly efficient self-service, and round-the-clock resolution. It can enhance the effectiveness of CXM operations and deliver several key advantages to consumers. However, businesses must address concerns such as data privacy, the lack of human touch in AI interactions, and potential inaccuracies to seamlessly integrate technology and meet modern consumer needs, thus avoiding customer dissatisfaction. In this viewpoint, we explore consumers’ perceptions of gen AI adoption in their customer and contact center experiences. We surveyed over 600 consumers worldwide to understand their readiness for gen AI-enhanced customer experiences. Combining these survey findings with Everest Group’s CXM research and expertise, this report offers data-driven insights into how consumers perceive gen AI adoption in their customer experiences, their readiness across various gen AI CXM use cases, their concerns and challenges with adopting gen AI in their experiences, regional disparities in consumer readiness for gen AI, and the future prospects of gen AI in CXM. Scope All industries and geographies Contents In this report, we examine: Consumer perspective on gen AI in CXM Consumer readiness for gen AI across industries Regional variations in consumer readiness for gen AI The future prospects for gen AI in CXM Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Enterprises across industries are exploring the potential benefits of outsourcing Customer Experience Management (CXM) operations, leveraging cutting-edge technologies to streamline processes and deliver personalized experiences at scale. By engaging with CXM service providers, enterprises can navigate operational challenges more effectively while capitalizing on the transformative potential of technology to drive meaningful improvements in customer engagement. Based on an enterprise survey, this report provides a nuanced understanding of organizational perspectives and sentiments regarding CXM outsourcing. From identifying industry-specific challenges to exploring the impact of Environmental, Social, and Governance (ESG) initiatives on CXM strategies, the report offers valuable insights to inform strategic decision-making and enhance customer-centric initiatives. Moreover, the report underscores the role of strategic partnerships between enterprises and CXM service providers to optimize customer experiences. By delving into industry-specific perspectives and examining the evolving landscape of socially conscious customer engagement, the research explores the collaborative efforts driving innovation and excellence in CXM delivery. Scope All industries and geographies Contents In this report, we: Study the challenges that enterprises face in CX delivery and evolving enterprise expectations from CXM providers Examine CXM providers’ business objectives / adoption drivers Provide key takeaways for a better enterprise-provider collaboration Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology 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