Everest Group’s Healthcare Customer Experience Management (CXM) Services in North America – Service Provider Compendium provides comprehensive and fact-based snapshots of 19 CXM service providers and includes insights on the healthcare CXM service provider landscape in North America. It offers detailed profiles of each healthcare CXM service provider, with a comprehensive picture of its scale of operations, technology solutions, and delivery locations. Each profile also specifies the service provider’s position on Everest Group’s PEAK Matrix®. The compendium will enable service providers to benchmark their capabilities against their peers, while buyers of healthcare CXM services will be able to assess the service providers based on the desired set of capabilities. Scope Industries: Healthcare Geography: North America Contents In this research, we feature 19 healthcare CXM service provider profiles and include: Services suite and scale of operations: key leaders, service suites, FTEs, revenue, recent developments, and partnerships Delivery locations: country-level detail of key delivery locations worldwide Capabilities and clients: major engagements, revenue by geography, FTE by process coverage and location, and number of contracts by buyer size Proprietary solutions and partnerships: brief descriptions of key healthcare CXM technology solutions and partnerships Everest Group assessment: includes service provider’s position on Everest Group’s PEAK Matrix®, along with its market share and delivery capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Rapidly scaling organizations have been instrumental in redefining the landscape of their respective industries through innovative products based on customer demand. Rising demand for real-time customer support has enabled many organizations to develop robust contact center operations and integrate them with their businesses. However, these organizations lack customer support expertise, are unable to handle fluctuations in demand, tend to focus on product development rather than customer experience, and use limited technologies to gather customer data and generate actionable insights. To address these challenges, some organizations are outsourcing their contact centers to third-party providers. In response, service providers have created dedicated offerings for rapidly scaling organizations. These offerings are tailored to organizations’ business needs and are equipped to support all start-ups. In this report, we examine the importance of developing robust contact centers and explore providers’ specialized offerings and benefits. We also analyze buyers’ experiences after adopting specialized offerings and discuss rapidly scaling organizations’ CX services outsourcing capabilities. Scope All industries and geographies Contents In this report, we examine: The importance of developing robust contact centers for rapidly scaling organizations Traditional customer support operations Providers’ specialized CX offerings for rapidly scaling organizations and their benefits Buyers’ experience after specialized CX offerings’ adoption Rapidly scaling organizations’ CX services outsourcing capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Global macroeconomic conditions are indicating the probability of a recession. Despite the adversity, enterprises are partnering with service providers to avail improved digital customer experience services, transformational consultancy, and market intelligence services. In this report, we examine the Customer Experience Management (CXM) market in the wake of the pandemic, factors affecting market growth, and changes in service delivery models. We also discuss differentiating factors for service providers, buyer satisfaction performance, key investment themes, major acquisitions, and future trends in the CXM market. Scope All industries and geographies Contents In this study, we: Examine the effects of post-pandemic recovery on CXM outsourcing Provide an overview of the outsourcing trends in the Americas, EMEA, and APAC Study the post-pandemic changes in the competitive landscape Evaluate service providers based on buyer satisfaction levels Discuss the future of CXM outsourcing Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The healthcare Customer Experience Management (CXM) market has grown steadily after the pandemic due to the increasing focus of healthcare enterprises on member and patient experience and care management. The rising demand for customer engagement touchpoints for a more frictionless experience for customers has led many healthcare payers and providers to offer digital-led CX services, either by building in-house capabilities or by engaging with CXM service providers. Providers have strengthened their non-traditional and non-voice channel offerings and enhanced their digital CX toolkits in areas such as automation, analytics, conversational AI / chatbots, omnichannel delivery, and cloud-based contact centers. However, enterprises are increasingly looking for more strategic and transformative long-term CXM services and solutions to support growing enrollment, improve experiences, and address talent shortage. In this research, we assess 19 healthcare CXM BPS providers featured on the Healthcare Customer Experience Management (CXM) Services in North America PEAK Matrix® Assessment 2023. Each provider profile provides a comprehensive picture of its service focus, key Intellectual Property (IP) / solutions, domain investments, and case studies. Scope Industry: healthcare Geography: North America The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading healthcare CXM service providers, client reference checks, and an ongoing analysis of the healthcare CXM services market Contents This report provides a detailed analysis of 19 healthcare CXM service providers and includes: A relative positioning of the providers on Everest Group’s PEAK Matrix® for Healthcare Customer Experience Management (CXM) Services in North America A comparison of the providers’ capabilities and market shares Everest Group’s analysis of the providers’ strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Healthcare Payer and Provider Business Process Sourcing and Vendor Management

Customer Experience Management (CXM) in APAC – Service Provider Compendium features accurate, comprehensive, and fact-based snapshots of 17 CXM service providers in APAC. It features their scale of operations, digital solutions, and delivery locations, along with Everest Group’s PEAK Matrix® service provider assessment. The compendium also looks at the CXM service provider landscape in APAC. The study will enable current and potential buyers of CXM in APAC to assess the providers based on their strengths and limitations for desired capabilities. Scope Domain: CXM Industries: all Geography: APAC Contents Each CXM service provider profile provides the following details: Services suite and scale of operations: key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Delivery locations: details of key delivery locations worldwide Capabilities and client details: major engagements and revenue split by geography, industry, and buyer size Everest Group assessment: the provider’s position on Everest Group’s PEAK Matrix®, market share and delivery capability assessment, and overall evaluation of capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The APAC Customer Experience Management (CXM) market remained strongly resilient after the pandemic in 2021. Digitization and digital transactions increased in developing countries, such as India, China, Malaysia, and Indonesia. Buyer demographics in APAC are skewed toward small and midsize enterprises, which require a combination of digital tools, such as advanced analytics, intelligent automation, conversational AI, omnichannel, and agent-assist tools, to serve the surging demand for personalization across industries. These enterprises are increasingly turning to service providers and leveraging their domain and technical expertise to scale and digitalize their operations. Also noticeable is a strong demand for transformation consulting services, such as customer journey mapping and design thinking among enterprises to accelerate their digital transformation initiatives and ensure business continuity, leading to a scope expansion within existing CXM contracts. In this research, we present detailed assessments of 20 CXM service providers in APAC featured on the CXM Services PEAK Matrix® Assessment 2022. Each assessment provides a comprehensive picture of the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback. Scope Geography: Asia Pacific The assessment is based on Everest Group’s annual RFI process for the calendar year 2022, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market Contents This report examines: CXM in APAC – Service Provider Landscape with PEAK Matrix® Assessment 2022 Strengths and limitations of the service providers studied Sourcing considerations for buyers Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The demand for superior customer experience, accelerated time-to-market, and continuous innovation, especially after the pandemic, are compelling organizations to rapidly undertake digital transformation, leaving operations leaders with little time to keep up with these new innovations. An integrated operations transformation approach is a force multiplier that enables better business outcomes from digital transformation. In this research, we explore how customer experience leaders can evaluate, redesign, and realign their CX operations across the process, technology, and people layers to help optimize and realize more value from their digital transformation efforts. Scope Function: Customer Experience Management (CXM) All industries and geographies Contents In this viewpoint, we examine: CX operations maturity and the benefits of an integrated transformation approach Key levers of CX transformation Bringing the different levers together Key success drivers and the role of third-party providers Case study and conclusion Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The global economy has been digitalizing quickly over the past few years, driving the use of technology at every step of organizations’ value chains. Accelerated cloud adoption, increasing use of as-a-service business models, and rapid digitalization have put the spotlight on a vital customer experience management component – technical support. Both buyers and providers of enterprise technology solutions are continuously assessing their technical-support framework maturity, especially for business-critical technologies. Buyers are keen to identify the key levers they need to focus on, while providers want to assess ways to enhance the client experience and journey to value realization, driving higher customer lifetime value. Third-party/outsourced technical support providers play a key role in this ecosystem by bridging the capability gap in a cost-optimized way. Enterprise technology providers use both in-house and outsourced teams to offer technical support. Both the setups have their advantages and disadvantages, but, if done right, a strategic third-party partner can bring technical domain skills, innovation, and customer success expertise to deliver an outstanding end-user experience and improved value realization for clients. In this viewpoint, we explore the outsourced technical support provider landscape, highlight evolving demand- and supply-side trends, and examine the overall competitive landscape. Scope Research area: enterprise technical support All industries and geographies Contents In this viewpoint, we examine: Defining characteristics and complexities of enterprise technical support Role of third-party providers in bridging the capability gap and delivering enterprise technical support Current macroeconomic trends influencing enterprise buying decisions Factors driving the adoption of outsourced technical support models Key technical support provider-led innovations in service delivery and operating models Overview and assessment of the technical support provider landscape Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Customer Experience Management (CXM) in APAC – Service Provider Compendium features accurate, comprehensive, and fact-based snapshots of 10 CXM service providers in APAC, including their scale of operations, digital solutions, and delivery locations, along with Everest Group’s PEAK Matrix® service provider assessment. The compendium also sheds light on the CXM service provider landscape in APAC. The study will enable current and potential buyers of CXM in APAC to assess the providers based on their strengths and limitations for desired capabilities. Scope: Domain: CXM Industry: all Geography: APAC Contents: Each CXM service provider profile provides the following details: Services suite and scale of operations: key leaders, FTEs, revenue, recent developments, proprietary solutions, and partnerships Delivery locations: details of key delivery locations worldwide Capabilities and client details: major engagements, revenue split by geography, industry, and buyer size Everest Group assessment: provider position on the Everest Group PEAK Matrix®, market share and delivery capability assessment, and overall evaluation of provider capabilities Membership(s) Customer Experience Management Services, including Contact Center Outsourcing Sourcing and Vendor Management

Risk management is a vital component of supplier management and is in the spotlight today amid the evident failure of certain large corporations to build adequate resilience in their operating models. Organizations realize that they can no longer rely on an established operating model and have started looking at risk management strategically to gain a competitive edge and stay relevant in a fast-evolving landscape. Third-party Risk Management (TPRM) is the procurement function’s responsibility in most organizations. While this function is part of a wider risk strategy under a risk-focused group, procurement typically manages the TPRM program, including outsourcing-related risks. Deriving strategic value from risk management requires buyers to adopt a risk-conscious approach to manage their outsourcing portfolios. As buyers chart their approaches to achieve the target risk management maturity, they need to factor in multiple considerations to decide the best-fit risk management program for managing outsourcing-related risks, including treating risk management as a strategic differentiator, shifting the ownership to strategy leaders, increasing technology leverage, and focusing on risk management transformation. In this viewpoint, we study the outsourced risk management landscape, with a focus on supply 
base / location risks and service provider risks. We outline the factors necessary to build a best-in-class risk management organization by outlining the key challenges with current risk management practices and ways to develop comprehensive risk management capabilities. Scope Risk management processes across supply base / location risks and supplier risks All geographies and industries Contents In this viewpoint, we study the following topics: Current risk management practices Key challenges with current risk management practices Emerging best practices in the risk management domain Membership(s) Procurement and Supply Chain Sourcing and Vendor Management