As Workforce Management (WFM) evolves into a strategic, cross-functional capability, leading providers deliver advanced solutions to help contact centers improve Customer Experience (CX), boost employee engagement, and enhance operational efficiency. This report evaluates 15 technology providers offering advanced WFM solutions tailored for contact center operations. Providers were assessed across four key dimensions: technology and functional capabilities, market presence and business impact, usability and employee experience, and process coverage and industry applicability. The report outlines each provider’s market presence, industry focus, and client base. It also highlights both existing and planned capabilities, including key differentiators such as AI-driven forecasting, flexible scheduling, predictive analytics, real-time adherence, and employee engagement tools. Additionally, the report provides actionable insights for enterprises aiming to elevate their workforce management strategies and align operational, HR, and customer-facing functions effectively.

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

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) 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

Introduction Digital Customer Experience Management (CXM) leverages a multi-layered ecosystem of technologies and concepts to provide unparalleled CX. The integration of gen AI and Large Language Models (LLMs) into this dynamic ecosystem enables enterprises to unlock new use cases, leverage advanced technologies, and identify investment opportunities, making operations more effective while enhancing overall CX. In this report, we examine current and upcoming digital technologies and their adoption trends, next-generation digital KPIs, and potential gen AI use cases. We explore gen AI’s impact, analyzing both current enterprise perceptions and future outlook for the digital CXM market, while discussing the evolving role of service providers in navigating this dynamic landscape. Scope All industries and geographies Contents In this report, we: Examine digital CXM and its adoption trends Determine gen AI’s influence on digital CXM and upcoming technology advances in digital CXM Look at enterprise perceptions of gen AI, including current and future outlook and the evolving role of service providers Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

In today’s competitive business landscape, organizations recognize Customer Experience (CX) as vital for market differentiation. Despite economic uncertainty, companies are adopting digital Customer Experience Management (CXM) to navigate the downturn, gain a competitive advantage, and retain customers. Using digital CX technologies such as automation, AI, and Data and Analytics (D&A), organizations are transforming CX operations to enhance customer experiences. D&A and AI solutions play a vital role in digital CX transformation. They offer valuable business and operational insights into customer interactions and improve agent performance in real time throughout the customer journey and associated touchpoints. To gain a deeper understanding of how D&A and AI are driving digital CX transformation and yielding tangible business impact, Everest Group conducted a survey among 35 organizations with annual revenues exceeding US$500 million. These organizations have embarked on digital CX transformation journeys for over two years, leveraging D&A and AI solutions. Drawing insights from this survey and leveraging Everest Group’s continuous research on digital CXM, this viewpoint provides insights on how D&A and AI solutions contribute to delivering great CX. Scope All industries and geographies Content In this viewpoint, we examine: The current state of digital CX transformation and the role of D&A Adoption trends for CX D&A solutions Achievement of business objectives through the use of CX D&A and AI CX D&A and AI services’ key operating models Challenges and best practices for harnessing the full potential of CX D&A and AI Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

In today’s fast-evolving business landscape, the demand for exceptional customer experiences in Europe is on the rise. Factors such as language requirements, regulatory considerations, and cultural nuances will be key to getting it right as organizations expand their global reach. Watch this webinar where our customer experience management (CXM) experts explored the current landscape, emerging trends, and future prospects in the European CXM outsourcing industry. You will come away with a comprehensive understanding of the market dynamics, key players, and strategies for success in this developing landscape. What questions did the webinar answer for the participants? What is the current state of the CXM outsourcing market in Europe in terms of size, growth rate, and regional variations? What are the emerging trends and industry dynamics shaping the CXM outsourcing landscape in Europe? What are the cultural nuances, language requirements, and regulatory considerations that organizations should be aware of when considering CXM outsourcing in Europe?

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