Accent localization is fast emerging as a game-changing solution for global Customer Experience Management (CXM). As enterprises increasingly deliver CX services from offshore and nearshore hubs, the demand for speech technologies that ensure clear, culturally resonant, and locally understandable communication is rising. This report delves into accent neutralization tools’ current state, how they have evolved from manual training to real-time AI-driven speech-to-speech models, and their growing role in improving agent performance and customer satisfaction. It also explores today’s solutions’ limitations, including challenges with diverse dialects, contextual understanding, and latency. It also examines the competitive provider landscape, profiling leading technology providers and outlining their key capabilities. The report offers enterprises a strategic guide to navigating the accent localization space and improving global CX outcomes by highlighting the latest innovations and adoption drivers. Scope All industries and geographies Contents IIn this report, we examine: Accent localization’s role in enhancing CXM Accent neutralization technology’s evolution, from agent training to real-time speech-to-speech solutions Key limitations and challenges current accent localization tools face Top technology providers in the space The current accent localization market landscape and emerging trends for global customer service delivery

AI is at the forefront of the Customer Experience (CX) transformation. Integrating machine learning, natural language processing, and predictive analytics into contact centers is providing organizations with unprecedented opportunities to improve CX while reducing operational costs. By 2030, AI will be essential to delivering hyper-personalized experiences, anticipating customer needs, and resolving issues autonomously. This report highlights the key AI technologies and strategies that will drive this transformation, offering insights into the future of AI-driven CX. We analyze the factors shaping the future of contact centers, the shift in enterprise priorities, and the technologies required for long-term impact. From cloud-native platforms and quantum computing to AI-powered personalization, the report outlines the investments enterprises need to make today to ensure they are prepared for the demands of tomorrow’s customers. With actionable steps and strategic foresight, this study provides enterprises with a roadmap to navigate the evolving AI landscape and optimize CX for 2030. Scope All industries and geographies Contents In this report, we examine: The key drivers of AI-powered transformation in contact centers and customer engagement How evolving customer expectations are shaping CX strategies and technologies The role of AI technologies, including generative AI, predictive analytics, and emotional intelligence, in creating seamless customer experiences The operational blueprint for AI-driven contact centers by 2030 Recommended actionable steps enterprises should take to prepare for AI-driven CX and achieve long-term success Memberships Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The post-pandemic business environment, marked by economic challenges and geopolitical uncertainties, has slowed the growth of traditional Customer Experience Management (CXM) outsourcing. However, organizations are increasingly embracing digital CXM services, focusing on digital transformation and adopting generative AI. Enterprises are rapidly moving from AI pilot programs to full-scale implementations, recognizing AI's potential to enhance customer interactions, personalization, efficiency, and satisfaction. This report analyzes the outsourced CXM market, covering adoption trends, regional and industry developments, enterprise priorities, decision-making, and provider performance. It also provides insights into the digital CXM landscape, the progress of generative AI adoption, key investment themes, and emerging trends shaping the future of CXM outsourcing. Scope All industries and geographies Contents In this study, we: Analyze evolving enterprise CXM priorities and decision-making Examine macroeconomic conditions’ effects on CXM outsourcing Provide an overview of buyer satisfaction and outsourcing trends in the Americas, EMEA, and APAC Study changes in the competitive landscape Discuss generative AI adoption’s current state and the future of CXM outsourcing Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Conversational AI has revolutionized interactions between businesses, individuals, and technologies, enhancing customer experiences, driving customer acquisition, and establishing market differentiation. In recent years, especially with the advent of generative AI and Large Language Models (LLMs), conversational AI providers are addressing the increasing demand for more sophisticated chatbot capabilities by introducing new features and enhancing existing offerings to deliver comprehensive and accessible solutions for diverse use cases. Providers are also ensuring enterprise data protection, transparency, and explainability to maximize conversational AI solutions’ benefits. This compendium provides comprehensive and fact-based snapshots of 26 conversational AI technology providers and offers insightful analysis of their capabilities. The compendium enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we feature 26 conversational AI provider profiles and include: Company overview Product Overview Recent investments and announcements Market adoption and partnership overview FTEs by function Product features, functionalities, and key enhancements Capabilities across PEAK Matrix® dimensions Key partnerships Memberships Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Conversational AI has revolutionized interactions between businesses, individuals, and technologies, enhancing customer experiences, driving customer acquisition, and establishing market differentiation. In recent years, especially with the advent of generative AI and Large Language Models (LLMs), conversational AI providers are addressing the increasing demand for more sophisticated chatbot capabilities by introducing new features and enhancing existing offerings to deliver comprehensive and accessible solutions for diverse use cases. Providers are also ensuring enterprise data protection, transparency, and explainability to maximize conversational AI solutions’ benefits. In this report, we assess 25 conversational AI technology providers featured on the Conversational AI Products PEAK Matrix® and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and market offerings. We also identify Star Performers, which have made significant progress from the previous year. The research will help buyers select right-fit technology providers and enable providers to benchmark themselves against the competition. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process through December 2023, interactions with leading conversational AI technology providers, client reference checks, and ongoing analysis of the conversational AI market Contents This report covers: Everest Group’s PEAK Matrix® evaluation assessing 25 conversational AI technology providers The conversational AI technology provider market’s competitive landscape Remarks on the featured providers’ key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Our Customer Experience Management (CXM) key issues research is based on annual surveys that capture the market’s pulse on key aspects of the global sourcing industry. Enterprises, amid growing concerns about challenging macroeconomic conditions and geopolitical adversities, maintain a positive outlook. They anchor this optimism in the transformative potential of emerging technologies and the ever-evolving landscape of consumer behavior. The driving force for 2024 will be the pursuit of doing more with less. While enterprises anticipate the overall CXM services spend to remain flat or increase moderately in 2024, there is a noticeable surge in the popularity of gen AI / Large Language Models (LLMs), influencing Customer Experience (CX) investments and their potential impact on overall CX operations. Consequently, enterprise expectations from CXM providers have evolved beyond delivery footprint and flexibility to include innovation, technology support, and customer experience. In this report, we present the results of a study conducted in October and November 2023 with senior CX stakeholders from global enterprises. The aim was to understand their thoughts as they planned for 2024. The report examines how leading global enterprises were impacted in 2023 and how they plan to deliver accelerated value with their CXM services in a dynamic world Scope Geography: global Industry: cross-industry Service: CXM Contents In this report, we examine: Top business challenges and priority shifts in 2024 Key themes defining the CXM industry amid geopolitical uncertainty Gen AI adoption Changes to provider portfolios and bill rates Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Outsourcing Excellence

Conversational AI is a network of advanced technologies and solutions, such as Intelligent Virtual Agents (IVAs) and agent assist, that communicate with each other to share information across systems, serving as a key enabler of front- and back-office automation. Businesses worldwide are recognizing the significance of conversational AI solutions to serve customers across different industries through diverse digital channels, addressing customer needs, and supporting internal processes such as HR support, IT helpdesk, sales, finance and accounting, and marketing. This report highlights the escalating demand for self-service solutions such as conversational AI, reaching an all-time high and expected to gather greater momentum as enterprises increasingly leverage these solutions for superior customer experience, customer acquisition, and market differentiation. Additionally, the report explores recent advances in generative AI, holding the potential to significantly enhance the capabilities of conversational AI solutions, thereby making them more effective for a multitude of use cases and increasing customer satisfaction. Scope All industries and geographies Contents In this report, we examine: An overview of conversational AI solutions The impact of generative AI and LLMs on conversational AI solutions Market size and adoption trends of conversational AI solutions across buyer geography, size, industry, and business function Buyer insights, adoption drivers, and barriers to adoption of conversational AI Conversational AI provider landscape and partnership ecosystem Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Generative AI and Large Language Models (LLMs) have revolutionized Conversational AI (CAI), moving beyond traditional chatbots to AI-powered chats capable of handling complex customer queries and tasks while emulating human-like language. These advanced AI systems can generate more natural and context-aware conversations, resulting in elevated customer experiences, streamlined operational processes, and heightened overall accessibility. Furthermore, generative AI can significantly boost the performance of various tools with the capacity to enhance transcriptions, improve data quality, assess multi-modal sentiments, analyze agent behaviors, and offer other valuable functionalities. As businesses increasingly harness generative AI and LLMs’ potential, they unlock unprecedented opportunities for innovation, efficiency, and seamless integration of advanced functionalities into their operational frameworks. This compendium provides comprehensive and fact-based snapshots of 25 CAI technology providers. Each profile specifies the provider’s position on Everest Group’s PEAK Matrix® and offers an insightful analysis of its capabilities. The compendium enables providers to benchmark their capabilities against their peers, while buyers can assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we feature 25 CAI solutions provider profiles and include: Company overview Market adoption and capability overview Recent investments and announcements Client portfolio mix Product overview FTEs by function Product features, functionalities, and key enhancements Capabilities across PEAK Matrix® dimensions Key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

Conversational AI has become a transformative force in technology, particularly for businesses seeking to enhance customer experiences, drive customer acquisition, and establish market differentiation. It has evolved through several stages, starting with traditional chatbots that primarily handled basic tasks and customer support inquiries, followed by the introduction of Artificial Intelligence (AI)-based chatbots. However, the most profound shift in the field of conversational AI has occurred with the emergence of generative AI and Large Language Models (LLMs). Conversational AI providers are actively responding to the growing demand for more advanced capabilities. They are not only introducing new capabilities but also fortifying their existing offerings to provide more comprehensive and accessible solutions catering to diverse use cases. While AI chatbots have demonstrated commendable capabilities in conversational intelligence and sentiment analysis, the integration of generative AI and LLMs represents a groundbreaking advancement. These advanced AI systems can generate text that closely resembles human language, thereby facilitating more natural and context-aware conversations. This progress is leading to a host of benefits, including enhanced customer experiences, streamlined operational processes, and improved accessibility. Organizations are increasingly recognizing the potential of generative AI to bolster their agent-assist capabilities. This includes functions such as call summarization and recommendations for next-best actions, further enhancing their ability to deliver exceptional customer service and operational efficiency. Furthermore, generative AI has the potential to significantly enhance the performance of a wide range of tools. These tools can improve transcription accuracy, enhance data quality, assess multi-modal sentiments, analyze agent behaviors, and offer other valuable functionalities. The integration of generative AI and LLMs into conversational AI marks a pivotal moment in technological evolution, blurring the boundaries between human and machine interactions. In this research, we assess 25 conversational AI technology providers featured on the Conversational AI PEAK Matrix® and categorize them into Leaders, Major Contenders, and Aspirants based on their capabilities and market offerings. Star Performers are also identified based on their shift in positionings from the previous year. This research will help buyers select the right-fit technology providers for their needs and enable providers to benchmark themselves against each other. Scope All industries and geographies This assessment is based on Everest Group’s annual RFI process for the period till March 2023, interactions with leading conversational AI technology providers, client reference checks, and ongoing analysis of the conversational AI market Content The report assesses the conversational AI technology providers landscape across various dimensions: Everest Group’s PEAK Matrix® evaluation, a comparative assessment of 25 leading conversational AI technology providers Competitive landscape in the conversational AI technology provider market Remarks on key strengths and limitations for each conversational AI technology provider Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) Sourcing and Vendor Management

The metaverse is being heralded as the next frontier in digital transformation, presenting many opportunities for businesses across domains with virtual showrooms, product try-ons, in-verse support, and virtual connects, propelling the need to enhance Customer Experience (CX) and Employee Experience (EX). However, organizations continue to grapple with challenges such as identifying appropriate use cases for the metaverse, curbing the abuse of virtual avatars, and mitigating data privacy risks, which can hinder metaverse adoption to improve CX. In this report, we provide enterprises with a comprehensive overview of the metaverse, including its current state, business opportunities, and implications for the overall Customer Experience Management (CXM) market. We also offer a metaverse adoption guidebook for enterprises and describe the advantages of third-party partnerships for organizations embarking on their metaverse adoption journeys. Scope Industry: all Geography: global Contents In this report, we study the impact of the metaverse on CXM and: Provide an overview of the metaverse, its current state, and metaverse platforms Describe the metaverse’s business opportunities Evaluate the need for CXM in the metaverse and its impact on CX and EX Provide an enterprise guidebook to metaverse adoption Describe enterprise challenges in metaverse adoption and the role of third-party providers Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Sourcing and Vendor Management