As the business landscape evolves, Chief Human Resources Officers (CHROs) face growing challenges. They must balance cost reduction with delivering a superior Employee Experience (EX). As AI becomes mainstream, CHROs must lead workforce transformation and mitigate risks. Beyond immediate operational demands, such as improving EX and refining talent management practices, they must drive long-term transformation by integrating data into HR and blending human and AI efforts. Multi-process Human Resources Outsourcing (MPHRO) providers are adapting their service delivery models by investing in AI technologies. AI enables them to deliver personalized services tailored to different employee needs. Providers are also expanding nearshore locations, shifting from cost-saving deals to transformation-focused solutions. In this report, we analyze the MPHRO services market, highlighting key growth drivers, buyer adoption trends, and provider investments. The report evaluates the MPHRO market, including emerging market trends and evolving solution characteristics. Scope All industries and geographies MPHRO deals, including a minimum of three HR processes Deals with a buyer employee size of 1,000 or more Contents In this report, we examine: Enterprise and CHRO priorities Buyers’ perspective of the market Key investment themes MPHRO market overview MPHRO solution characteristics Service provider landscape

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

Multi-process Human Resources Outsourcing (MPHRO) Services – Provider Compendium 2024 is a comprehensive resource that objectively analyzes 15 leading MPHRO service providers, providing detailed insights into their offerings and capabilities. The compendium combines information from interactions with service providers and Everest Group's proprietary intellectual property to create precise, fact-driven profiles. Each profile in the compendium outlines company mission/vision, key offerings and investments, portfolio mix, and MPHRO market segment focus, technology strategy, and a snapshot of clients. By leveraging primary data from providers and Everest Group's internal expertise, this in-depth analysis serves as a valuable tool for organizations that want information on key providers and their capabilities in the MPHRO market landscape. Scope MPHRO deals that include a minimum of three HR processes Deals involving buyer employee sizes of 1,000 or more All industries and geographies Contents In this report, we analyze 15 MPHRO service provider profiles and include: Service capabilities and strategies: company overview, key leadership, target market segment, MPHRO services suite, technology strategy, partnerships, key MPHRO-related developments, and MPHRO FTEs global spread Client portfolio: total number of clients, major MPHRO clients, recent MPHRO wins, revenue split by geography, industry, and buyer size Delivery locations: key delivery locations worldwide Sourcing considerations: providers’ performance assessment and key strengths and limitations Membership(s) Human Resources Sourcing and Vendor Management

Building customer retention and loyalty is essential for businesses seeking to cultivate long-term customer relationships and stay relevant in a competitive market. With abundant consumer choices and minimal switching costs, nurturing customer loyalty is vital for sustainable growth. Modern loyalty services now encompass consulting, program design, partner management, partner onboarding, and content and campaign management, creating a comprehensive services ecosystem. As enterprises focus on building customer loyalty, providers are offering gamification, tiered loyalty systems, and tailored program designs to boost member engagement and satisfaction. With the rise of next-generation technologies, including generative AI, these providers are now delivering personalization on a larger scale, enhancing the overall customer experience. In this report, we analyze 14 loyalty service providers’ capabilities and position them on the Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading loyalty service providers, client reference checks, and an ongoing analysis of the marketing services market Contents In this report, we: Assess 14 loyalty service providers 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) Marketing and Interactive Experience Sourcing and Vendor Management

Loyalty programs have transitioned from basic punch cards to complex, data-driven digital platforms that provide personalized rewards tailored to individual consumer behavior. Today’s loyalty platforms leverage sophisticated loyalty clouds and comprehensive loyalty management solutions, offering a dynamic approach to customer engagement. By integrating these solutions with marketing technology (MarTech), businesses can unlock loyalty programs’ full potential, enabling real-time data processing and omnichannel communication. The synergy between loyalty platforms and MarTech not only enhances the overall customer experience but also provides enterprises with powerful insights into consumer preferences and behaviors. With personalized engagement becoming a key differentiator, modern loyalty solutions have become essential to drive retention and maximize customer lifetime value. In this report, we analyze 12 loyalty solution providers’ capabilities and position them on Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading loyalty solution providers, client reference checks, and an ongoing analysis of the marketing services market Contents This PEAK Matrix® report, we examine Assess 12 loyalty solution providers 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) Marketing Services Sourcing and Vendor Management

Finance organizations struggle with cost pressures, slowdowns in customer demand, and the need to adapt to new business models. To better address these challenges, enterprises are increasingly seeking outsourcing support. However, enterprises’ expectations from their providers have evolved in terms of outsourcing objectives, managing services scope and commercials, and driving transformation. Although providers have contributed to maintaining business continuity during the COVID-19 pandemic, enterprises express concerns about providers’ performance not meeting their evolving transformation expectations and achieving business outcomes, leading to dissatisfaction. In this report, we examine the current challenges, shifting outsourcing needs, and enterprise expectations from FAO providers. The report offers insights into how providers can deliver beyond core service offerings, enhance buyer satisfaction, and gain a competitive edge. Scope All industries and geographies Contents In this report, we: Assess enterprise challenges in 2024 Evaluate enterprise expectations vis-à-vis service provider performance Examine key takeaways for providers Membership(s) Marketing and Interactive Experience Sourcing and Vendor Management

In today’s ever-evolving marketplace, attaining consumer loyalty has become vital for marketers. Loyalty programs have evolved into sophisticated platforms, offering personalized rewards, but their effectiveness varies with industry dynamics and consumer preferences, necessitating tailored strategies. To adapt to changing expectations and technology advances, businesses must integrate forward-thinking strategies into their loyalty programs. In this report, we explore loyalty programs’ significance for Chief Marketing Officers (CMOs), offering insights into the key aspects of modern loyalty programs and industry-specific strategies. Additionally, the report serves as a guide for enterprises and providers to develop customized loyalty programs to thrive in today’s competitive landscape. Scope: All industries and geographies Contents In this report, we examine: Evolving consumer expectations Key aspects of modern loyalty programs Industry-specific loyalty strategies Future-focused themes to build sustained loyalty programs Membership(s) Marketing and Interactive Experience Sourcing and Vendor Management

Advances in technology such as generative AI and Web3, coupled with changing consumer preferences and dynamic macroeconomic conditions, have transformed the marketing landscape. As CMOs reassess their strategies, marketing service providers are also evolving, shifting from traditional offerings to strategic enablement of innovative solutions focused on Customer Experience (CX). They are leveraging technologies such as generative AI and Web3 to create hyper-personalized CX solutions, breaking data siloes for a unified customer view, implementing loyalty programs for customer retention, and integrating ESG into marketing strategies. Additionally, they are exploring flexible and cost-efficient delivery models by expanding delivery to talent-rich regions and using AI and automation for productivity. Despite the influx of new entrants in the marketing ecosystem, CX remains the central focus for all stakeholders. The report will assist stakeholders (service providers, enterprises, and technology providers) to better understand the current state of the marketing service provider landscape. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process, interactions with leading marketing service providers, client reference checks, and an ongoing analysis of the marketing services market Contents In this report, we examine: Everest Group’s PEAK Matrix® evaluation of 34 leading marketing service providers The competitive landscape of the marketing services space Providers’ key strengths and limitations Membership(s) Marketing and Interactive Experience Outsourcing Excellence

The third-party market for Business Process Services (BPS) has significantly evolved over time, with innovation playing a vital role in driving this progress. The term innovation is frequently used in the BPS context, but its meaning is not always clear. This viewpoint defines innovation in BPS and highlights its key elements: people, technology (including the data component), operating model, and process excellence. A strong governance and commercial incentives mechanism support these elements. Additionally, we have developed a maturity framework to outline various levels of innovation based on the specific characteristics of the BPS engagement. This framework allows providers and enterprises to evaluate the maturity of their BPS engagement. In this viewpoint, we understand innovation in a BPS engagement and aid providers and enterprises in fostering sustained innovation. The report also provides best practices and examples of how innovation is being cultivated in BPS constructs. Scope All industries and geographies Contents In this report, we: Explore the importance of BPS and its evolution over the years Define innovation in BPS and outline key elements of innovation Establish the innovation maturity framework Present best practices for adopting innovation in BPS engagements Membership(s) Procurement and Supply Chain Finance and Accounting Human Resources Service Optimization Technologies Sourcing and Vendor Management

The marketing service provider ecosystem is transitioning from product-centered traditional marketing services to innovative and data-driven strategies that prioritize customer experience. Providers are exploring flexible and cost-efficient delivery models to satisfy the growing demand of Chief Marketing Officers (CMOs) for low-cost solutions related to personalization, loyalty, and interactive experiences. Furthermore, they are exploring new technologies and platforms to enhance client experience while continuing to invest in intelligent automation tools and solutions that increase their service scope and improve process efficiencies. This compendium provides accurate, comprehensive, and fact-based snapshots of 31 marketing service providers. It offers detailed profiles of each provider, with a comprehensive picture of its company overview, recent deals and announcements, market adoption and client portfolio mix, product overview and partnerships, product features, functionalities and key enhancements, and key strengths and limitations. Each profile also specifies the provider’s position on Everest Group’s PEAK Matrix® and offers an insightful analysis of its capabilities. The compendium will enable providers to benchmark their capabilities against their competitors, while buyers of marketing services will be able to assess the providers based on their desired set of capabilities. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process, interactions with leading marketing service providers, client reference checks, and an ongoing analysis of the marketing services market Contents In this report, we feature 31 marketing service provider profiles and include: Marketing services overview: key leaders, revenues, FTEs, and recent developments and investments Delivery locations: details of key delivery locations worldwide Client portfolio: major clients and recently announced contracts, marketing services revenue split by geography and industry, client split by buyer size, and FTE split by segment Technology solutions: brief descriptions of key technology solutions/tools Detailed assessment of marketing services capabilities: market success, delivery capability assessment, and remarks on each provider’s strengths and limitations Membership(s) Marketing and Interactive Experience Sourcing and Vendor Management