In today's volatile and competitive business environment, the Order-to-Cash (O2C) process, a traditionally back-office function of Finance and Accounting (F&A), has emerged as a critical focal point for enterprises. Serving as the converging hub of F&A, supply chain management, sales, and customer experience management (CXM) functions, it presents a unique opportunity to improve cash flow, minimize risks, and elevate stakeholder experience. Evolving customer expectations have created an urgent need for enterprises to technologically transform their O2C processes and create a connected O2C technology ecosystem. To address evolving enterprise priorities, the O2C technology landscape is undergoing several developments such as new providers’ rapid emergence, scope expansion, investments in AI, and increased focus on contextualization. This report highlights the challenges enterprises face with the O2C function’s current state and establishes the urgent need to improve O2C processes. It explores a technology-powered O2C function’s business benefits and provides insights into the O2C technology space’s recent developments and future outlook. This report also includes various O2C technology providers’ comprehensive profiles, covering their solutions and offerings, client footprint, and partnerships. Scope All industries and geographies Contents In this report, we focus on: Challenges in the O2C function’s current state A technology-powered O2C function’s key business benefits The O2C technology provider landscape’s overview Recent developments shaping up the O2C technology space Future outlook Key O2C technology providers Membership(s) Finance and Accounting 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

With the emergence of generative AI models, enterprises are increasingly investing in this technology. Organizations recognize generative AI’s transformative potential across various industries, particularly in Customer Experience Management (CXM). Generative AI’s ability to generate content, identify data trends, and provide actionable insights has the potential to revolutionize CXM operations. However, to fully leverage generative AI in CXM, organizations must overcome several challenges. These include ensuring adequate technology infrastructure and training data availability, addressing concerns around data privacy, talent shortages, and navigating regulatory complexities. To assess enterprise readiness for implementing generative AI in CXM, Everest Group surveyed CXM, digital transformation, and innovation leaders from 200 companies worldwide. This report combines survey results with Everest Group’s research and expertise to provide data-driven insights into generative AI application, adoption drivers, implementation strategies, and overall organizational readiness. Scope Services: CXM, CX excellence All industries and geographies Contents In this report, we examine: The current level of understanding and perceived potential of various generative AI applications among enterprises Key drivers of generative AI adoption and areas for deployment An implementation roadmap for generative AI solutions in CXM Enterprise readiness to adopt generative AI solutions for CXM operations Enterprise awareness, perceived potential, and preparedness within specific industries Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Outsourcing Excellence

Customer Experience Management (CXM) Service Provider Compendium 2023 provides detailed and fact-based snapshots of 54 CXM service providers. Each profile offers a comprehensive view of the provider’s scale of operations, digital solutions, portfolio mix, and delivery locations, along with Everest Group’s PEAK Matrix® provider assessment. The compendium will enable providers to benchmark their capabilities against their peers, while buyers of CXM will be able to assess the providers based on the desired set of capabilities. Scope Domain: CXM Industry: all Geography: global, Americas, EMEA, and APAC Contents In this research, we feature 54 CXM service provider profiles and examine their: 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 clients: major engagements and revenue by geography, industry, and buyer size Everest Group assessment: providers’ position on Everest Group’s PEAK Matrix® -Global, Americas, EMEA, and APAC; along with their market share and delivery capability assessment, and overall evaluation of capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management

Amid global disruptions and challenging economic conditions, organizations are prioritizing cost savings, driving the CXM outsourcing industry to play a pivotal role. Service providers are addressing economic downturns across industries and regions by focusing on cost optimization, continuous improvements, and innovation. In this report, we explore the outsourced Customer Experience Management (CXM) market, growth drivers in the Americas, EMEA, and APAC, outsourcing spend globally, service delivery models, emerging locations, and 2023 market outlook. Additionally, we discuss the competitive landscape in light of recent M&As, investment trends, and future trends in the CXM market, including gen AI’s impact. Scope All industries and geographies Contents In this study, we: Examine the effects of macroeconomic conditions on CXM outsourcing Provide an overview of outsourcing trends in the Americas, EMEA, and APAC Study changes in the competitive landscape, including the impact of recent M&As Discuss the future of CXM outsourcing 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

The pandemic-induced global shutdowns accelerated the adoption of remote work, driving numerous contact centers to transition to a work from home or hybrid model. While flexible work models offer benefits such as cost savings, heightened agent flexibility, and reduced environmental impact, they often pose challenges related to agent productivity and engagement. Therefore, companies are slowly realizing the need to engage their contact center agents to drive high performance in remote and hybrid work models. Gamification is a strategy that incorporates game design elements to improve various aspects within the work environment, including employee onboarding, performance management, and customer interactions. Within contact centers, it plays a vital role in elevating agent engagement and performance levels, ultimately resulting in enhanced customer service and organizational success. In this viewpoint, we examine gamification in the Customer Experience Management (CXM) landscape and recommend how enterprises can transform agent experience from this strategy. Scope All industries and geographies Content In this viewpoint, we examine: Key aspects of a gamified experience ecosystem Challenges and considerations for gamifying the agent experience Road ahead for gamification Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

After an unprecedented rebound in 2021, the global Customer Experience Management (CXM) outsourcing market experienced a relative slowdown in 2022 due to macro-economic challenges and concerns about market downturns leading to a deceleration in new deals. Notwithstanding these challenges, enterprises have remained committed to optimizing costs, pursuing digital transformation, and improving customer loyalty and retention. These enterprise priorities mean that outsourcing remains an indispensable lever for enterprises to unlock value. One of the crucial ways in which service providers are actively looking to address evolving enterprise priorities is by engaging in technology partnerships and/or developing proprietary technology tools that enable operational efficiencies and seamless experiences for the digital-age consumer. Generative AI and LLMs have revolutionized the CXM market by enabling personalized customer experiences at scale. As businesses increasingly prioritize customer-centric strategies, generative AI's relevance will continue to grow, ushering in an era of hyper-personalization and enhanced customer engagement, shaping the future of CXM. CXM service providers are expected to heavily leverage these technologies to augment their service offerings. In this research, we assess 54 CXM service providers worldwide featured across 4 CXM Services PEAK Matrix® Assessments and evaluate their market success and vision & capabilities. Each provider profile provides a comprehensive picture of its service focus, key IP/solutions, domain investments, and case studies. Scope All industries Geographies covered: global, Americas, EMEA, and APAC The assessment is based on Everest Group’s annual RFI process for the calendar year 2023, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market Contents In this report, we share: Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – Global Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – Americas Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – EMEA Customer Experience Management (CXM) PEAK Matrix® Assessment 2023 – APAC Strengths and limitations of the service providers evaluated Sourcing considerations for buyers Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Enterprise adoption of digital tools and technologies for superior Customer Experience (CX) is on the rise. In fact, enterprises are partnering with third-party providers to ease their digital transformation journeys and achieve greater customer satisfaction, propelled by providers’ end-to-end IT capabilities and industry-specific expertise. They are also leveraging digital CX solutions to improve their talent management initiatives including agent experience, agent productivity, and agent retention. With the possibility of recession, enterprises will continue to seek superior digital CX solutions to reduce operational overheads and realize better cost savings. In this report, we examine the different facets of digital Customer Experience Management (CXM), its adoption trends across geographies and industries, the competitive landscape for different providers, key investment themes, strategic partnerships that impact the CXM market, and the trends impacting the future of digital CXM. Scope: All industries and geographies Contents: In this report, we: Study the benefits of digital CXM Provide an overview of digital CXM adoption trends worldwide Discuss the growth and significance of digital CXM for both providers and enterprises Examine the use cases of different digital CXM solutions Discuss the competitive landscape, key winning themes for providers, and the technology provider landscape Explore the future of CXM outsourcing Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Everest Group’s Customer Experience Management (CXM) in the Americas – Service Provider Compendium 2022 provides accurate, comprehensive, and fact-based snapshots of 37 CXM service providers in the Americas. It offers detailed profiles of each CXM service provider, with a comprehensive picture of its scale of operations, digital solutions, and delivery locations. 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 peers, while buyers of CXM in the Americas will be able to assess the providers based on the desired set of capabilities. Scope Industries: all Geography: Americas Contents In this research, we analyze CXM service providers across the following dimensions: 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 by geography, industry, and buyer size Everest Group assessment: the provider’s position on Everest Group’s PEAK Matrix®, market share, and delivery capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management