Showing 171 results
-
Oct. 29, 2025Enterprises are navigating a new era defined by hybrid work, an expanding contingent workforce, and accelerated AI adoption. Leadership teams must improve productivity, manage costs, and scale AI responsibly while maintaining trust and transparency. Traditional tools reveal outcomes but not the drivers behind them, creating blind spots in how work actually happens. Workforce intelligence closes this gap by unifying data from HR, IT, finance, and operations to show where inefficiencies occur, how workloads are distributed, and where technology investments deliver value. Through a case study of Xerox, this report demonstrates how organizations can move from fragmented visibility to connected intelligence, achieving measurable gains in utilization, efficiency, and employee well-being. It also introduces practical frameworks that help leaders identify the workforce signals that matter most and turn insights into action. By aligning workforce intelligence with enterprise priorities, organizations can build a transparent, data-driven foundation for productivity, efficiency, and AI-readiness.
-
Sep. 25, 2025As AI adoption accelerates in Banking and Capital Markets (BCM), CX leaders are under increasing pressure to move beyond pilots and deliver tangible, enterprise-wide value. While AI is now the top technology investment driver in the sector, most generative AI proofs of concept still fail to reach production, revealing a persistent execution gap. This report brings forth real-world insights from a June 2025 CX roundtable hosted by EXL and Everest Group, identifying key strategies to help leaders bridge that gap. The report outlines five core lessons to unlock AI’s full potential: prioritize early productivity wins, adopt flexible sourcing models, institutionalize responsible AI governance, implement Systems of Execution (SoE) to accelerate insight-to-action loops, and align on impact metrics to sustain momentum. It emphasizes that strategic advantage will come from deploying AI capabilities that are not just innovative but operationally scalable and regulatory resilient. Leaders can use this report to align stakeholders, overcome adoption friction, and deliver differentiated CXs in real time.
-
Sep. 17, 2025Climate risk is now one of the most complex and immediate challenges facing the insurance industry. The increasing frequency and severity of climate-related events, evidenced by $328 billion in global economic losses in 2024 highlight the urgent need for insurers to strengthen resilience and reduce protection gaps. This viewpoint explores how insurers must transform their operating models, moving from reactive risk transfer to proactive protection. It presents a forward-looking strategy that integrates predictive risk modeling, AI-powered alerts, sensor-based monitoring, and cloud-native architecture to enhance agility and disaster preparedness. The viewpoint also emphasizes the importance of embedding climate intelligence into business decision making and technology infrastructure. By aligning business and IT through a value-stream-based operating model and responsible AI/data governance, insurers can build scalable, customer-centric solutions that anticipate, rather than react to, climate disruption. The viewpoint provides a practical framework to help insurers become strategic enablers of climate adaptation, fostering sustainable growth, regulatory alignment, and societal impact.
-
Viewpoint
Upwork Acquires Bubty
Aug. 14, 2025On August 6, 2025, Upwork Enterprise, the enterprise division of Upwork Inc., announced its acquisition of Bubty, a Netherlands-based Freelancer Engagement and Management System (FEMS) platform, and Ascen, a global compliance and Employer of Record (EOR) provider. The acquisition integrates Upwork’s global freelancer marketplace capabilities with Bubty’s strengths in private talent pool management, configurable onboarding, and compliance workflows, complemented by Ascen’s EOR infrastructure. Both Bubty and Ascen will be integrated into Upwork Enterprise as part of a standalone offering to address enterprise needs across freelancers, staff augmentation, and Statement of Work (SoW) engagements. This Viewpoint outlines the acquisition’s key facts and objectives. The report also explains acquisition details, including the scope of capabilities and talent segments covered, the potential impact on enterprises and the broader market landscape. It also outlines the key considerations that stakeholders should monitor as the integration and rollout progress.
-
July 29, 2025Enterprises face mounting pressures to extract real value from AI amidst surging data volumes, complex hybrid environments, and strict compliance requirements. Legacy systems struggle at handling modern AI workloads and advanced data management, particularly in supporting unstructured data and managing data readiness. This Viewpoint presents a strategic perspective on how enterprises can operationalize AI at scale through ideal data and AI management platforms. It introduces a detailed blueprint for an ideal platform, emphasizing multi-modal and multi-model data integration, AI-native architecture, and sovereign controls. It demonstrates how such platforms enable faster time-to-value, simplified operations, and cost savings without compromising on governance or performance . With real-world scenarios, an ideal platform-based solution blueprint, and a comprehensive value assessment, this report provides insights for enterprises to rethink their current data and AI strategy.
-
Viewpoint
Connecting the Dots with AI: Creating a Superior End-to-end Telecom Customer Experience (CX)
July 29, 2025The telecom industry is at an inflection point, facing rising customer expectations, operational complexities, and intensifying competition. This Viewpoint explores the need for telecom enterprises to embrace comprehensive, AI-driven transformation of their CX strategy through an end-to-end CX approach. It also focuses on the cohesive orchestration of traditionally siloed support functions, such as marketing, sales, and operations, to deliver seamless and consistent customer interactions. The report highlights key enablers of this transformation, including an end-to-end CX technology architecture, a KPI framework to measure success, and a representative 360-degree dashboard for the telecom industry. It also emphasizes the strategic role of CXM providers and ecosystem partnerships in serving the telecom leaders with innovative engagement models, human-centered operational excellence, and technology-led transformation, and provides insights into key things to consider while choosing the right partner for telecom enterprises. Ultimately, it presents a roadmap for telecom enterprises to move beyond fragmented CX improvements toward a truly connected and intelligent customer ecosystem, where every touchpoint is optimized for value, empathy, and agility.
-
June 18, 2025This Viewpoint provides a structured framework for retained organizations to manage outsourcing partnerships effectively. As enterprises increasingly rely on third-party providers to achieve scale, efficiency, and access to specialized expertise, internal oversight teams must ensure that provider relationships remain aligned with business objectives and deliver long-term value. The report focuses on how retained organizations can design and implement robust governance structures, define clear roles and responsibilities, and apply performance monitoring mechanisms. It addresses key areas such as contract oversight, service-level adherence, escalation protocols, compliance management, and transition planning. A real-world case example illustrates how a leading enterprise successfully applied a three-tier governance model and engagement cadence to resolve challenges, strengthen accountability, and improve outcomes. This guide supports sourcing, vendor management, and operational leaders in strengthening internal capabilities to manage outsourcing environments with clarity, consistency, and a strategic focus.
-
May 05, 2025The insurance industry is transforming from a traditionally conservative landscape to a tech-savvy, customer-centric ecosystem. This Viewpoint explores how insurers are embracing next-generation technologies, including AI, automation, and generative AI, to modernize their operations. It delves into key aspects such as regulatory compliance, third-party providers’ growing role in driving business outcomes, and the industry's transition from a digital laggard to a forward-thinking, innovation-driven environment. In response to evolving customer demands, insurers are prioritizing digital transformation to deliver superior customer experiences. To unlock long-term value, insurers must improve member engagement, leverage AI technologies, and form strategic partnerships. This Viewpoint offers actionable insights to help insurers navigate this shift, enhance their member experiences, and build more agile, AI-enabled ecosystems. Scope All industries and geographies Contents In this report, we examine: A new era in insurance supported by AI and automation leading to insurers’ digital transformation Stringent regulatory compliance in the insurance industry and strategies insurers employ to stay compliant Role of third-party providers in achieving business outcomes The insurance industry’s transition from a digital laggard to an evolving, tech-first landscape
-
April 15, 2025Customer Experience (CX) is fundamentally transforming as enterprises shift from managing costs to achieving measurable business outcomes. With generative AI, Large Action Models (LAMs), and advanced analytics at the core, organizations are adopting outcome-driven strategies that create personalized, efficient, and scalable CX delivery models. In this report, we explore how global enterprises embed AI across the CX value chain to unlock growth opportunities, improve customer engagement, and drive operational efficiency. From hyper-personalization for Subject Matter Experts (SMEs) to multilingual support and dynamic pricing, AI enables businesses to deliver seamless, context-aware experiences across channels and touchpoints. This report demonstrates AI’s potential to enhance top-line and bottom-line impact through practical use cases, from virtual try-ons in retail to AI-powered virtual assistants in banking and telecom. These use cases emphasize a total experience approach that integrates employees, customers, and operational insights, shifting the CX narrative from isolated support functions to enterprise-wide engagement. Scope Geography: global Industry: all Service: CXM Contents In this report, we examine: Examine enterprises’ evolving CX strategies from cost efficiency to outcome-driven transformation using AI Assess how generative AI, LAMs, and multimodal AI enable intelligent, personalized CX Analyze key stages in building scalable AI-powered CX models Evaluate use cases across industries, highlighting AI’s impact on engagement, efficiency, and revenue
-
March 11, 2025The global talent landscape is becoming increasingly complex due to rapid technology advances, evolving workforce expectations, and persistent skill shortages. The traditional Recruitment Process Outsourcing (RPO) model, which primarily focuses on transactional hiring support, is no longer sufficient to address these challenges. This Viewpoint explores RPO’s next generation, RPO 5.0, moving from traditional outsourcing to a more strategic, technology-driven, and intelligence-led orchestration model. RPO 5.0 introduces the AGILE framework, a holistic and adaptive approach to talent acquisition designed to enhance recruitment agility, intelligence, and scalability. This report provides HR and business leaders with actionable strategies to leverage AI, data-driven insights, and diverse talent ecosystems. By integrating these elements, organizations can future-proof their workforce, optimize hiring efficiency, and drive business growth. This Viewpoint offers practical guidance for talent leaders on transforming recruitment into a strategic enabler by operationalizing RPO 5.0 through the 4P approach – platform, people, process, and partnerships. It equips organizations with the tools to build a resilient, technology-enabled talent acquisition model, ensuring they stay competitive in a rapidly shifting labor market. Scope All industries and geographies Contents In this report, we examine: Recruitment value chain and RPO services’ evolution Factors driving the evolution of outsourcing toward orchestration RPO 5.0 and its value proposition Guiding principles to operationalize RPO 5.0
