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  • Tech Launch Perspective

    Sep. 25, 2025
    Zoho’s July 2025 product announcements signal a decisive move toward becoming an AI-first enterprise platform, with a particular focus on agentic AI. This report evaluates how Zoho’s ecosystem, including Zia Agents, Zia Agent Studio, and Zia LLM, addresses key enterprise priorities such as workflow orchestration, data governance, low-code adoption, and personalized engagement. The analysis highlights Zoho’s strong alignment with internal interoperability and privacy-first infrastructure, making it relevant for organizations pursuing embedded automation across business functions. While Zoho delivers a tightly integrated experience within its platform, broader enterprise adoption may be limited by ecosystem depth, scalability challenges, and early-stage multilingual capabilities. Everest Group’s analysis underscores Zoho’s differentiation in end-to-end AI infrastructure while also flagging potential areas for improvement. Enterprises evaluating AI-native platforms will benefit from this review’s insights into usability, extensibility, and real-world readiness of Zoho’s agentic AI offerings.
  • Thematic Report

    May 31, 2024
    Post-COVID-19, Talent Acquisition (TA) has become a top enterprise priority, amid disruptions from economic, technical, and demographic perspectives. Gen AI has emerged as a vital focus area, prompting thorough investigation from enterprises and providers. In this report, we explore the transformative potential of gen AI within the TA value chain, illustrating how enterprises are progressing from pilot projects to full-scale deployments. The report examines gen AI use cases across various segments of TA, including candidate attraction and engagement, sourcing and screening, TA admin, and vendor sourcing and management. Each section offers detailed insights into potential gen AI use cases, their impact, and key technologies being leveraged by providers to make significant strides in this domain. The report will empower recruitment professionals to bolster their service delivery and client and candidate experience. Scope All industries and geographies Service: recruitment, contingent workforce management, and contingent staffing Contents In this report, we examine: TA services’ overview, value chain, key business issues, and challenges Gen AI’s impact in addressing TA challenges Market maturity for gen AI adoption High adoption use cases for gen AI in TA based on the study Membership(s) Service Optimization Technologies (SOT) Artificial Intelligence (AI) Sourcing and Vendor Management
  • Thematic Report

    May 31, 2024
    Gen AI has revolutionized the marketing landscape, reshaping content creation and customer interactions. It holds immense potential to improve content generation, enhance customer engagement, increase conversion rates, and optimize marketing budget allocation. Enterprises can stay competitive in the ever-evolving digital realm by using gen AI to meet growing demands for personalized consumer experiences. In this report, we explore gen AI use cases across various segments of marketing services, including customer interactions, content creation, campaign management, marketing support, media channels, data analytics, and reporting. Each section offers detailed insights into specific gen AI use cases, their impact, and identifies the providers contributing to movement toward production. By exploring real-world case studies and highlighting pilot to production stages, this report serves as a strategic guide for marketing professionals seeking to leverage gen AI within different pillars of the marketing services value chain. Scope All industries and geographies Service: Marketing Contents In this report, we examine: Marketing services’ overview, value chain, key business issues, and challenges Gen AI’s impact in addressing marketing challenges Market maturity for gen AI adoption High adoption use cases for gen AI in marketing based on the study Membership(s) Service Optimization Technologies (SOT) Marketing and Interactive Experience Artificial Intelligence (AI) Sourcing and Vendor Management
  • Thematic Report

    May 31, 2024
    In 2024, cloud and infrastructure services are vital for enterprises to drive operational efficiency, business innovation, and growth. Gen AI stands out as a key technology in this domain, significantly enhancing capabilities for both enterprises and providers. In this report, we evaluate gen AI’s transformative impact across the cloud and infrastructure services value chain, highlighting enterprises’ shift from pilot projects to full-scale deployments. It explores gen AI use cases in cloud and infrastructure services landscape, segmented into key value chain components – consulting and discovery, build and implementation, and operations. The report provides detailed insights into specific cloud and infrastructure services challenges, gen AI applications, and the key technologies being leveraged by providers to make significant strides in this domain. By mapping out the pilot-to-production landscape of gen AI use cases across cloud and infrastructure services, this research equips enterprises with actionable insights to make informed investment decisions in gen AI. Scope Contents In this report, we examine: Membership(s) Service Optimization Technologies (SOT) Cloud and Infrastructure Services Artificial Intelligence (AI) Sourcing and Vendor Management All industries and geographies Service: cloud and infrastructure Cloud and infrastructure services’ overview, value chain, key business issues, and challenges Gen AI’s impact in addressing cloud and infrastructure services challenges Market maturity for gen AI adoption Segment wise adoption in cloud and infrastructure services based on the study
  • Thematic Report

    May 31, 2024
    In 2024, enterprises have prioritized cybersecurity due to increasing threats and sophisticated cyberattacks, pushing it to the forefront of business agendas. In this landscape, gen AI plays a vital role in enhancing cybersecurity capabilities. This report explores gen AI’s transformative potential across the cybersecurity value chain, highlighting how enterprises are transitioning from pilot projects to full-scale deployments. The report examines gen AI use cases across various segments of cybersecurity, including threat detection and response, infrastructure security, identity and access management, application security, data security, risk and vulnerability management, and compliance. Each section provides detailed insights into the specific gen AI applications, their impact, and the key technology providers being leveraged by service providers to make significant strides in this domain. The research offers actionable recommendations and highlights innovative solutions for cybersecurity professionals seeking to leverage gen AI across the cybersecurity value chain.. Scope All industries and geographies Service: Cybersecurity Contents In this report, we examine: Cybersecurity domain’s overview, including key business issues, challenges, and the value chain Gen AI’s impact in addressing cybersecurity challenges Market maturity for gen AI adoption Segment wise adoption in cybersecurity based on the study Membership(s) Service Optimization Technologies (SOT) Cybersecurity Artificial Intelligence (AI) Sourcing and Vendor Management
  • Thematic Report

    May 31, 2024
    For enterprises, HR outsourcing has evolved from focusing primarily on cost reduction to becoming a strategic enabler. The incorporation of gen AI to enhance employee experience, increase agility and flexibility, and deliver advanced insights and analytics allows HR professionals to focus on strategic initiatives, thereby fostering innovation and growth within organizations. In this report, we explore gen AI’s potential across the HR value chain, highlighting how enterprises are transitioning from pilot projects to full-scale deployments. The report highlights gen AI use cases across key HR value chain components – strategy, value-added services, support and operational services, and digital HR operations. It provides detailed insights into specific gen AI use cases, their impact on business outcomes and the leading technology providers being leveraged by service providers to make significant strides in this domain. The research offers actionable recommendations and highlights innovative solutions for HR professionals seeking to leverage gen AI across the HR outsourcing value chain. Scope All industries and geographies Service: HR Contents In this report, we examine: HR services’ overview, value chain, key business issues, and challenges Gen AI’s impact in addressing HR challenges Market maturity for gen AI adoption High adoption use cases for gen AI in HR based on the study Membership(s) Service Optimization Technologies (SOT) Human Resources Artificial Intelligence (AI) Sourcing and Vendor Management
  • Thematic Report

    May 31, 2024
    Gen AI has generated significant buzz among providers and enterprises, marked by frequent announcements that highlight its rapid progress. However, the adoption of gen AI in digital workplace tells a different story. In this study, we have covered gen AI adoption in digital workplace among 4 key segments. While end-user support and Unified Communication and Collaboration (UCC) show some movement toward production, we see limited movement in other areas as most enterprises remain in the pilot stage, experiencing what is known as pilot fatigue. In this report, we provide an overview of the digital workplace market, highlighting key business objectives and challenges, and gen AI’s impact on addressing these issues. We assess the market maturity of gen AI adoption in the digital workplace and analyze the progression of various use cases, drawing insights from data collected through Everest Group's gen AI RFI. Scope All industries and geographies Service: digital workplace Contents In this report, we examine: Digital workplace services’ overview, value chain, key business issues, and challenges Gen AI’s impact in addressing digital workplace services challenges Market maturity for gen AI adoption Segment wise adoption in digital workplace services based on the study Membership(s) Service Optimization Technologies (SOT) Artificial Intelligence (AI) Sourcing and Vendor Management
  • Thematic Report

    May 31, 2024
    2024 is a vital year for Customer Experience Management (CXM), as gen AI is transforming how businesses interact with their customers. In this report, we explore gen AI’s integration within the CXM value chain, highlighting its potential to significantly enhance customer satisfaction, streamline operations, and drive revenue growth. The report provides an in-depth analysis of gen AI use cases across various CXM components, including customer services and support, sales and collections, order fulfillment, and value-added services. It also examines the challenges faced by businesses, such as reducing customer effort, balancing technology with human touch, and managing massive amounts of unstructured data. By demonstrating the transition from pilot projects to full-scale production deployments, the report offers actionable insights and recommendations for leveraging gen AI to improve customer experience and operational efficiency. The report will empower professionals looking to integrate AI into their CXM strategies and achieve superior outcomes. Scope All industries and geographies Service: CXM Contents In this report, we examine: CXM services’ overview, value chain, key business issues, and challenges Gen AI’s impact in addressing CXM challenges Market maturity for gen AI adoption High adoption use cases for gen AI in CXM based on the study Membership(s) Service Optimization Technologies (SOT) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Artificial Intelligence (AI) CX Excellence Sourcing and Vendor Management
  • Thematic Report

    May 31, 2024
    In 2024, Trust and Safety (T&S) continues to be a top priority for online platforms due to the proliferation of harmful content and a tightening regulatory landscape. Gen AI, while contributing to the issue by enabling the creation of such content, also presents a promising solution as a robust T&S automation engine. In this report, we examine the transformative potential of gen AI within the T&S value chain, demonstrating enterprises’ transition from pilot projects to full-scale production deployments. This report explores gen AI use cases across various segments of T&S, including content curation, annotation, data analysis, review and compliance, platform safety, ad review and compliance, and content services. Each section offers detailed insights into specific T&S challenges, highlighting their risk mitigation strategies, the use of gen AI to enhance efficiency in existing and emerging T&S services, and the leading technology providers being leveraged by service providers to make significant strides in this domain. By offering actionable recommendations and highlighting innovative solutions, this report serves as an essential resource for those aiming to harness AI’s potential while ensuring safety and security in customer-facing applications.. Scope All industries and geographies Service: T&S Contents In this report, we examine: T&S services’ overview, value chain, key business issues, and challenges T&S use cases proliferating due to GenAI Market maturity for gen AI adoption High adoption use cases for gen AI in T&S based on the study Membership(s) Service Optimization Technologies (SOT) Trust and Safety Artificial Intelligence (AI) CX Excellence Sourcing and Vendor Management
  • Thematic Report

    May 31, 2024
    In 2024, gen AI emerges as a vital technology, enhancing capabilities of enterprises and providers in the application services sector. Enterprises are embedding gen AI in applications to drive operational efficiency, foster business innovation, and drive growth. In this report, we examine the transformative impact of gen AI across the application services value chain, highlighting the transition from pilot projects to full-scale deployments. The report explores gen AI use cases across various segments of application services, including consulting, implementation, testing, and maintenance. Each section offers detailed insights into specific application services challenges, gen AI applications, their impact, and the key technologies being leveraged by providers to make significant strides in this domain. Additionally, the report offers a comprehensive view of the current landscape of pilot and production use cases across different application services segments, helping enterprises to make informed decisions regarding future investments in gen AI. Scope All industries and geographies Service: Application Contents In this report, we examine: Application services’ overview, value chain, key business issues, and challenges Gen AI’s impact in addressing application services challenges Market maturity for gen AI adoption Segment wise adoption in application services based on the study Membership(s) Service Optimization Technologies (SOT) Application Services Artificial Intelligence (AI) Sourcing and Vendor Management