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    State of the Market

    Nov. 11, 2025
    Everest Group defines Digital Interaction Intelligence (DII) as an analytics product that offers a fact-based, technology-driven approach to understanding user interactions on various applications, particularly business applications. It captures user actions and metadata from multiple desktops to reconstruct and analyze processes. This enables a data-based approach to process optimization through different applications and use cases spanning industries and process areas. The report outlines key market trends, growth projections, provider capabilities, and the evolving integration of generative and agentic AI. It provides guidance for procurement and digital transformation leaders evaluating DII technologies to enhance efficiency, employee experiences, and returns on investment.
  • State of the Market

    Oct. 31, 2025
    Enterprises are progressing beyond digital enablement into a new era defined by AI-driven business value realization. As AI reshapes cloud spending priorities, enterprise focus is shifting from experimentation to scaling innovation for sustainable impact. Google Cloud continues to distinguish itself through its data-centric architecture, open and interoperable AI ecosystem, and engineering expertise. These strengths help enterprises accelerate AI adoption and realize tangible business outcomes. This year’s report examines the Google Cloud services market through the lens of the AI wave while also incorporating a Return on Investment (RoI) perspective, covering themes such as acknowledging the AI toll and envisioning, initiating, sustaining, targeting, and institutionalizing RoI. In this report, we provide an overview of the Google Cloud services market, including trends, demand drivers, and key enterprise concerns. The report also helps organizations and partners strategically leverage Google Cloud’s infrastructure, AI, data, and platform services to capture enduring RoI in the evolving cloud ecosystem.
  • State of the Market

    Oct. 31, 2025
    Clinical and Care Management (CCM) is becoming a strategic priority for healthcare enterprises, driven by the need to improve outcomes, contain costs, and comply with intensifying regulatory demands. Once seen primarily as a cost-control function, CCM is now a foundation to deliver proactive, personalized, and value-based care. The report explores how enterprises are expanding CCM initiatives beyond traditional models, fueled by rising medical loss ratios, declining STAR ratings, and mandates for equity-driven care. It details how care management is evolving into a digitally enabled function underpinned by automation, analytics, and AI. Healthcare organizations are increasingly turning to intelligent technology solutions, including generative and agentic AI, to drive precision and scale in clinical decision-making and care coordination. The report examines how value-based care models, risk-sharing arrangements, and RegTech convergence are reshaping the CCM landscape. It also outlines the implications for providers, who must deliver AI-augmented clinical services, platform-based offerings, and delegated care models to remain competitive. For enterprises, this research provides a roadmap to align clinical operations with business goals and regulatory expectations in a rapidly evolving market.
  • State of the Market

    Sep. 22, 2025
    Process mining software analyzes process-related information from event logs generated by ERP, CRM, and other enterprise systems to offer a fact-based approach to discover, monitor, and optimize as-is processes. It is a data-based approach to process optimization through applications and use cases spanning industries and process areas. Process mining improves operational efficiency, increases customer satisfaction, and enhances employee experience. To support enterprise objectives, providers are upgrading their process mining product capabilities and expanding their features and functionalities. In this report, we analyze process mining software providers, examining market size, adoption trends, buyer insights, solution characteristics, product capabilities and trends, and the provider landscape.
  • State of the Market

    Aug. 21, 2025
    As gen AI and agentic AI integrate into enterprise platforms, the Trust and Safety (T&S) function is transforming. Once focused on downstream moderation, T&S now supports AI safety, ethics, and compliance across the full system life cycle. Enterprises face emerging threats, such as jailbreaks, bias, hallucinations, and autonomous agent risk. These threats require more proactive, context-aware, and governance-linked T&S interventions. The function is converging with Responsible AI(RAI) and increasing the demand for high-context, AI-fluent talent across global delivery hubs. This report examines how enterprises are adapting to this shift through changes in sourcing models, talent strategies, and oversight mechanisms. It explores the rise of specialized AI support services, from prompt engineering and red teaming to RLHF and jailbreak detection. The report also highlights the emerging agentic AI systems that introduce new risk surfaces requiring continuous monitoring and contextual safety intervention. It also analyzes the growing convergence between T&S and RAI, the operational transformation required to support AI-integrated safety models, and how enterprise buyers are reassessing their expectations from providers. Through detailed market insights and performance benchmarks, the report helps enterprises and providers navigate the evolving T&S landscape.
  • State of the Market

    Aug. 07, 2025
    Candidate engagement and experience platforms are rapidly growing due to shifting workforce dynamics, including the demand for agile talent solutions, personalization, and data-driven decision-making. By enhancing recruitment efficiency and candidate experience, these platforms have become indispensable for businesses to remain competitive in a complex and evolving talent landscape. The trend toward total talent acquisition platforms highlights a unified approach, offering end-to-end solutions to manage diverse workforce categories. These platforms leverage AI and automation to build robust talent pipelines, serving both active and passive job seekers, ensuring a steady flow of skilled candidates for current and future needs. They are reshaping how organizations approach recruitment by prioritizing seamless integration of people, processes, and technologies. In this report, we track developments across the candidate engagement and experience platforms industry in 2025. The report also examines the market dynamics, adoption characteristics, buyer insights, key investment themes, and future outlook for this space.
  • State of the Market

    Aug. 05, 2025
    Rewards and Recognition (R&R) programs are central to cultivating exceptional Employee Experiences (EX), enhancing engagement, and driving organizational success. By acknowledging achievements and fostering meaningful connections, these programs address employee dissatisfaction and intense talent competition. The widespread R&R program adoption, particularly by MNCs, reflects evolving buyer expectations. Buyers now demand AI-enabled automated processes and advanced analytics to reduce manual HR input while delivering strategic, data-driven insights to leadership. Additionally, emerging markets such as the MEA and APAC highlight an increasingly global focus on modern, scalable engagement strategies. Providers are responding with AI-driven tools focused on Diversity, Equity, and Inclusion (DE&I), performance management, and skills intelligence. Sustainability is also taking center stage, with providers emphasizing climate-conscious practices in their partnerships. Flexible reward options, including prepaid cards, experiential incentives, and charitable giving, continue to gain popularity. The industry is experiencing a shift from reward-centric models rooted in manufacturing, procurement, and logistics to comprehensive solutions emphasizing technology and consulting. In this report, we analyze the R&R solutions market and understand key growth drivers, buyer adoption trends, and investments made by providers.
  • State of the Market

    Aug. 05, 2025
    The global IT services for telecom market is growing slowly, driven by macroeconomic headwinds, regulatory complexities, market saturation, and an increasingly complex cyber-risk landscape. Despite these challenges, telecom enterprises are ramping up investments in AI-enabled operations, cloud-native OSS/BSS modernization, API-led 5G monetization, and application portfolio transformation, and outcome-linked managed services models. These priorities highlight a sharpened enterprise focus on enhancing service agility, operational efficiency, and monetization in an evolving digital landscape. In this report, we present an outlook on the global IT services market for the telecom sector, outlining key trends across geographies, service segments, and evolving buyer expectations, investment priorities, and telecom use cases. The analysis is based on Everest Group’s annual RFI process, interactions with leading IT providers, client reference checks, enterprise conversations, and ongoing tracking of the telecom IT services market.
  • State of the Market

    July 31, 2025
    As consumer behaviors shift and economic uncertainty intensifies, enterprises are rethinking loyalty as a strategic lever for sustained customer engagement. This report provides a comprehensive overview of the global loyalty platform landscape, examining how platform providers are using technology and data-driven approaches to deliver personalized, consistent, and meaningful experiences. It examines adoption trends across industries, regions, and generations, highlighting the rising demand for real-time value and seamless omnichannel interactions. The report tracks the rapid rise of modular, mobile-first, and AI-driven platforms that support scalable, agile engagement models aligned with broader digital transformation goals. Platform providers are also addressing new growth areas such as B2B loyalty and gamification, while enterprises are adopting measurement frameworks to assess program effectiveness. The study outlines sourcing considerations, provider archetypes, and enterprise implications to support informed decision-making. To guide loyalty program success, the report introduces Everest Group’s POINT framework, which offers a structured approach to designing scalable, differentiated loyalty programs.
  • State of the Market

    July 21, 2025
    Automation is no longer just about driving efficiency; it now encompasses autonomy, adaptability, and intelligent decision-making. As organizations accelerate their shift toward digital-first business models, Intelligent Process Automation (IPA) has become a key operational transformation driver. By automating repetitive tasks and enabling faster, more dependable workflows, IPA enhances productivity and allows human talent to focus on more strategic, value-added activities. What started as basic task automation has evolved into a robust enterprise agility enabler, integrating across business functions, scaling seamlessly, and aligning closely with strategic priorities. Enterprises across industries are increasingly adopting IPA to improve customer experiences, streamline operations, and reduce costs. With generative and agentic AI integration, automation is advancing. These technologies introduce contextual understanding, adaptive learning, and autonomous decision-making, allowing IPA to transition from process execution to intelligent orchestration. This report explores the evolving IPA landscape, providing insights into market trends, the provider landscape, solution and service characteristics, and the road ahead for IPA in 2025-26.