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

Unified Customer Experience (CX) is a transformative approach that addresses the challenge of fragmented and disjointed customer interactions common in traditional systems. By integrating all touchpoints – websites, mobile apps, social media, and call centers – into a single, cohesive framework, businesses can eliminate siloed data, streamline operations, and deliver consistent, personalized experiences that meet modern consumers’ evolving expectations. This unified approach ensures a comprehensive customer view, reduces inefficiencies, and lowers costs, all while enabling real-time insights and better decision-making. Generative AI is essential in this transition, offering the ability to enhance personalization, improve product recommendations, and drive innovative strategies. By adopting a unified CX platform, organizations position themselves to deliver seamless customer journeys, foster trust, and secure sustainable growth, establishing an edge in today’s competitive landscape. This viewpoint discusses the case for unifying CX through an AI-native CX platform, the challenges enterprises face scaling AI initiatives leading to the need for unification, how to overcome implementation pitfalls, and the future of CX driven by innovation. Scope All industries and geographies Contents In this report, we examine: The challenges enterprises face when scaling AI initiatives The unification of CX architecture for the AI age Next-generation CX through AI-native CX platforms The implementation pitfalls and how to avoid them The future outlook of CX with technology innovation Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology 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

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

Impact sourcing is the business practice of intentionally hiring and providing career development opportunities to people from marginalized communities. Impact workers belong to economically disadvantaged, socially marginalized, under/unemployed groups, and/or those who are characterized by other disadvantages, which have excluded them from decent livelihoods. This practice is a proven concept that offers a business edge and talent advantage while creating a positive social impact, making it a vital component of the social aspect of Environmental, Social, and Governance (ESG). In this report, we examine impact sourcing in the Customer Experience Management (CXM) industry and explore the key trends and drivers that have led to an increased demand for impact sourcing. It also highlights the benefits it provides for providers and buyers of Customer Experience (CX) outsourcing services. Additionally, the report offers recommendations for implementing impact sourcing while highlighting the challenges that buyers and providers may face. Moreover, it examines the future outlook for impact sourcing and its potential to transform the outsourcing industry. Enterprises and providers looking to explore the potential of impact sourcing in the services industry to deliver a positive social impact and gain a competitive edge will benefit from this report. Scope Industry: CXM Geography: global Contents In this report, we examine: Key trends and drivers leading to an increased demand for impact sourcing and the significant benefits it offers to both providers and buyers of CX outsourcing services Significant impact sourcing initiatives implemented by traditional CXM providers and impact sourcing specialists Recommendations for implementing impact sourcing and the challenges that both buyers and providers face Future outlook of impact sourcing in the CXM industry   Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management