The 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

Customer 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

Unified Customer Experience (CX) is a transformative approach that addresses the challenge of fragmented and disjointed customer interactions common in traditional systems. By integrating all touchpoints – websites, mobile apps, social media, and call centers – into a single, cohesive framework, businesses can eliminate siloed data, streamline operations, and deliver consistent, personalized experiences that meet modern consumers’ evolving expectations. This unified approach ensures a comprehensive customer view, reduces inefficiencies, and lowers costs, all while enabling real-time insights and better decision-making. Generative AI is essential in this transition, offering the ability to enhance personalization, improve product recommendations, and drive innovative strategies. By adopting a unified CX platform, organizations position themselves to deliver seamless customer journeys, foster trust, and secure sustainable growth, establishing an edge in today’s competitive landscape. This viewpoint discusses the case for unifying CX through an AI-native CX platform, the challenges enterprises face scaling AI initiatives leading to the need for unification, how to overcome implementation pitfalls, and the future of CX driven by innovation. Scope All industries and geographies Contents In this report, we examine: The challenges enterprises face when scaling AI initiatives The unification of CX architecture for the AI age Next-generation CX through AI-native CX platforms The implementation pitfalls and how to avoid them The future outlook of CX with technology innovation Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Sourcing and Vendor Management

The digital Customer Experience Management (CXM) market is growing rapidly, particularly in the Philippines. Digital CXM leverages digital concepts and advanced analytics, automation solutions, Conversational AI (CAI), cloud-based contact centers, omnichannel solutions, and customer experience (CX) consulting to deliver personalized customer interactions across channels. The growing digital CXM implementation in the Philippines highlights businesses’ increasing confidence in online platforms and CAI to enhance service delivery, engagement, and overall CX. Among rapidly adopted solutions to improve CX, CAI is prominent in the productized AI space, facilitating deployments in internal and customer-facing technologies. CAI leverages Natural Language Processing (NLP) capabilities to interact with users through text, voice, video, or a combination. Different industries and business functions have embraced CAI, recognizing its potential to enhance and streamline business processes. Some prominent CAI use cases include internal technologies (employee helpdesk, knowledge management systems, and agent assist tools) and customer-facing technologies (virtual assistants, chatbots, and self-service portals). In this report, we examine CAI adoption’s benefits and challenges, assess strategies to enhance business outcomes, and offer a roadmap for successful implementation. The report also covers CAI’s industry-specific applications and future outlook in the Philippines. Scope Industry: all Geography: the Philippines Functions: CXM and CAI Contents In this report, we: Examine the digital CX market growth in the Philippines Assess key challenges that providers face in the Philippines market Identify how firms can enhance business outcomes through CAI in the Philippines Recommend a roadmap for CAI adoption in the Philippines Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Sourcing and Vendor Management

In today’s fast-paced world, Customer Experience (CX) transformation driven by cutting-edge technology is no longer optional but necessary for enterprises. Customers now demand seamless, personalized experiences, making CX a top priority for companies striving to stay competitive. With instant access to services becoming the standard, delivering exceptional CX – characterized by quick response times, consistent interactions across channels, and a personalized touch – has never been more critical. Advanced technologies are central to modern CX strategies, empowering businesses to exceed customer expectations, enhance operational efficiency, and drive revenue growth. Many enterprises are ramping up their investments in technologies such as cloud migration, agent-assist solutions, gen AI integrations, advanced analytics, and workforce management tools to enhance their contact center operations. However, they face considerable challenges in their CX transformation efforts, including regulatory constraints, outdated legacy systems, and budget limitations. To overcome these hurdles, over 75% of enterprises are exploring gen AI to automate tasks, shorten response times, and improve personalization. This technology can potentially revolutionize CX by making interactions more efficient and tailored. This report offers a comprehensive roadmap to integrate these advanced technologies for businesses committed to advancing their CX strategies. By understanding the current landscape – including sourcing strategies and regional variations – enterprises can make well-informed decisions about investing in CX solutions, selecting the right partners, and overcoming scalability challenges. This report can benefit companies seeking long-term business outcomes through transformative, technology-driven CX initiatives. Scope All industries and geographies This report is based on a survey of 71 respondents across industries, Everest Group's proprietary CX database, and fact-based research Contents In this viewpoint, we examine: Enterprise CX transformation’s current state Gen AI adoption trends in CX operations Gen AI’s impact on contact center operations Sourcing strategy for CX technology transformation Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Sourcing and Vendor Management

The Customer Experience Management (CXM) industry is shifting from traditional channels to text-based apps, driven by customer demands for flexibility and instant service. Gen AI is at the forefront of this revolution, offering hyper-personalized interactions, increasingly efficient self-service, and round-the-clock resolution. It can enhance the effectiveness of CXM operations and deliver several key advantages to consumers. However, businesses must address concerns such as data privacy, the lack of human touch in AI interactions, and potential inaccuracies to seamlessly integrate technology and meet modern consumer needs, thus avoiding customer dissatisfaction. In this viewpoint, we explore consumers’ perceptions of gen AI adoption in their customer and contact center experiences. We surveyed over 600 consumers worldwide to understand their readiness for gen AI-enhanced customer experiences. Combining these survey findings with Everest Group’s CXM research and expertise, this report offers data-driven insights into how consumers perceive gen AI adoption in their customer experiences, their readiness across various gen AI CXM use cases, their concerns and challenges with adopting gen AI in their experiences, regional disparities in consumer readiness for gen AI, and the future prospects of gen AI in CXM. Scope All industries and geographies Contents In this report, we examine: Consumer perspective on gen AI in CXM Consumer readiness for gen AI across industries Regional variations in consumer readiness for gen AI The future prospects for gen AI in CXM Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Impact sourcing is the business practice of intentionally hiring and providing career development opportunities to people from marginalized communities. Impact workers belong to economically disadvantaged, socially marginalized, under/unemployed groups, and/or those who are characterized by other disadvantages, which have excluded them from decent livelihoods. This practice is a proven concept that offers a business edge and talent advantage while creating a positive social impact, making it a vital component of the social aspect of Environmental, Social, and Governance (ESG). In this report, we examine impact sourcing in the Customer Experience Management (CXM) industry and explore the key trends and drivers that have led to an increased demand for impact sourcing. It also highlights the benefits it provides for providers and buyers of Customer Experience (CX) outsourcing services. Additionally, the report offers recommendations for implementing impact sourcing while highlighting the challenges that buyers and providers may face. Moreover, it examines the future outlook for impact sourcing and its potential to transform the outsourcing industry. Enterprises and providers looking to explore the potential of impact sourcing in the services industry to deliver a positive social impact and gain a competitive edge will benefit from this report. Scope Industry: CXM Geography: global Contents In this report, we examine: Key trends and drivers leading to an increased demand for impact sourcing and the significant benefits it offers to both providers and buyers of CX outsourcing services Significant impact sourcing initiatives implemented by traditional CXM providers and impact sourcing specialists Recommendations for implementing impact sourcing and the challenges that both buyers and providers face Future outlook of impact sourcing in the CXM industry   Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

As organizations transition to a post-pandemic world, they are leveraging superior customer experience as a differentiator and an engine for growth. Organizations are also recognizing that, along with the customer, the agent is a pivotal component of Customer Experience (CX). In fact, the two are inextricably linked – a good agent experience consistently leads to a good customer experience and vice versa. But in a world of finite resources and competing priorities, the agent experience is often ignored and existing efforts are not enough to improve agents’ overall satisfaction with their experience at work. With the augmented role of customer service agents at the center of a seamless CX model, organizations have started to recognize the tangible benefits of enhancing the agent journey. They have started working toward improving agent experience by addressing agents’ pain points, eliminating skill gaps, and providing them the tools they need to succeed in order to ensure consistent, engaging customer experiences that drive positive business and talent outcomes, long-term sustainable growth, and brand equity. In this viewpoint, we examine the connection between agent and customer experience, including its broader business impact. We recommend that organizations should work with an agent-centric mindset and thoughtfully deploy technology and restructure business processes to prioritize agents’ physical and mental well-being. Scope: All industries and geographies Contents: In this viewpoint, we answer the following questions: What is agent experience, and how does it impact customer experience and the broader business? What workplace challenges do agents face, and what are the key drivers of agent experience and engagement? What measures should companies take to improve agent experience? Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Customer Experience (CX), which was earlier used to create differentiation, has now become a hygiene factor in a rapidly evolving experience-led economy. With fast-changing customer expectations and increasing digital channels, enterprises have been compelled to step up their game in the digital customer experience arena but have failed to achieve the desired success. More often than not, this failure is due to an incoherent strategy and the absence of a customer-centric approach while designing experiences. To create meaningful experiences, enterprises need to comprehend customer pain points and outlook and address these in the experiences they design. This is where design thinking comes into play, as it helps companies streamline their experience strategies and create human-centered empathetic experiences that appeal to customers and address their concerns. In this viewpoint, we study design thinking as an approach to delivering an elevated customer experience. We look at how taking a human-centered design thinking-led approach can help enterprises address customer pain points, create differentiation, and eventually increase client stickiness. We also showcase the increasing significance of this approach in the context of the COVID-19-led next normal. Scope All industries and geographies Contents In this report, we: Discuss the key imperatives for enterprises to embrace digital CX Explain the reasons for the failure of CX transformation initiatives Describe the design thinking process and how it can be employed to create superior experiences Chart a course for enterprises to leverage design thinking to overcome the challenges in their CX transformation initiatives Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Digital Services

Executive Summary On June 1, 2016, Alorica announced that it has entered into a definitive agreement to acquire Expert Global Solutions (EGS) through a stock purchase agreement. While the deal will help Alorica further strengthen its position in the global as well as the U.S. CCO market, there are potential issues that need to be resolved to ensure benefit realization. This viewpoint analyses the acquisition of EGS by Alorica to identify the key drivers behind the development, its impact on the CCO market, and Everest Group’s view on potential issues for Alorica.