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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.
  • Viewpoint

    June 05, 2024
    Over the past year, gen AI has garnered significant attention due to innovations such as ChatGPT. Powered by Large Language Models (LLMs), gen AI enables human-like conversations. It has broad applications, particularly within Intelligent Automation (IA), where it enhances existing solutions such as Intelligent Document Processing (IDP) and Conversational AI (CAI). CAI, which uses Natural Language Processing (NLP) for text, voice, and video interactions, is widely adopted across industries to improve customer interactions and operational efficiency. As CAI adoption grows, providers are incorporating low-code/no-code functionalities to democratize chatbot development among enterprises. Concurrently, they are leveraging gen AI to enhance intent recognition, entity extraction, sentiment analysis, and analytics, delivering better Customer Experience (CX) and differentiating their offerings. CAI significantly enhances gen AI models’ effectiveness by improving conversational contexts and offering more accurate responses. By integrating these AI models, providers can create synergistic solutions that elevate CX. Scope All industries and geographies Functions: Customer Experience Management (CXM), CAI, gen AI, and IA Contents In this report, we examine: AI’s role in shaping today’s world CAI’s status Gen AI’s role in enhancing CAI solutions Gen AI’s implications for enterprises and CAI’s role in mitigating them AI use cases Key strategies for enterprises to adopt gen AI Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Service Optimization Technologies (SOT) CX Excellence CXM Technology  
  • 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
  • Viewpoint

    May 04, 2023
    AI has advanced rapidly in recent years, with continuous advances in Machine Learning (ML), Deep Learning (DL), and Natural Language Processing (NLP), among other areas. However, there is one area in which traditional AI has fallen short – displaying human creativity and creating new and unique content. But the advent of generative AI is ready to change that. Generative AI can create new and unique content in the form of text, images, videos, audios, codes, and more. One of the most noteworthy examples of generative AI, which has taken the world by storm, is ChatGPT, an extremely advanced chatbot that OpenAI launched in November 2022. Based on users’ text prompts, ChatGPT can create all kinds of text outputs – articles, blogs, codes, job descriptions, and more – which are difficult to distinguish from human-generated text. In this viewpoint, we help enterprises and providers understand generative AI technology and its impact on their businesses. We also look at generative AI’s implications for enterprises, including data, ethical, and workforce-related concerns, and discuss some of the best practices to maximize RoI from generative AI. Scope All industries and geographies Contents In this report, we discuss: The meaning and current market landscape of generative AI Use cases of generative AI and potential benefits Implications for enterprises, and technology and service providers Challenges and best practices for successfully implementing generative AI Membership (s) Banking Business Process Contingent Workforce Management Contingent Staffing Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Finance and Accounting Human Resources Insurance Business Process Life Sciences Business Process Marketing and Interactive Experience Procurement and Supply Chain Recruitment Service Optimization Technologies (SOT) Healthcare Payer and Provider Business Process Trust and Safety Sourcing and Vendor Management