AI is transforming business operations, yet its potential often outpaces adoption. Despite rising investments in AI and agentic AI, many organizations struggle to translate these into measurable business outcomes due to limited people readiness. Digital Adoption Platforms (DAPs) are emerging as essential enablers, evolving from simple onboarding tools to intelligent systems that guide, educate, and empower users within their workflows. By embedding contextual guidance, analytics, and compliance guardrails, DAPs bridge the gap between technology and human capabilities, making AI more intuitive, accessible, and effective. This report examines how enterprises can leverage DAPs to overcome adoption challenges and accelerate AI-driven value realization through a structured 6R framework. It also explores role-based use cases across IT, HR, and sales, highlighting how DAPs enhance productivity, compliance, and user engagement. Finally, it provides guidance to evaluate AI-ready DAP providers, positioning DAPs as a cornerstone of sustainable, user-centric AI transformation.

As 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.

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

Watch Anubhav Das, Practice Director, and Sharang Sharma, Vice President at Everest Group, for an insightful webinar exploring practical steps to use AI agents to drive transformation in customer experience management (CXM). Backed by Everest Group’s cutting-edge research and expert insights, this session equiped decision-makers with actionable strategies to harness AI for superior customer experiences. With enterprises facing rising customer expectations, cost pressures, and agent shortages, as well as the increasing demand for compliance-ready automation, leveraging AI-powered solutions has become a necessity, not a choice. This session provided an action-led roadmap to integrating AI agents into customer support ecosystems, covering key topics such as the differences between AI agents and traditional automation, critical factors to evaluate before deploying AI agents, key use cases suitable for AI agents, and key steps enterprises should take to implement AI agents effectively.

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

After experiencing significant growth post-pandemic, the customer experience management (CXM) market hit turbulence in 2024. Enterprises are now more cautious about their spending, pushing service providers to do more with less. At the same time, generative AI (gen AI)-led use cases are moving into production, which is revolutionizing how contact center leaders are thinking about their future operating models. Watch this webinar to hear our CXM experts examine how the CXM market has evolved throughout 2024, and share what can be expected for 2025. What questions did the webinar answer? How does the CXM service provider landscape across regions look in 2024 How was the year for the broader CXM market, and which themes have materialized? What should we expect from the CXM market in 2025?

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

In the dynamic customer experience (CX) landscape, competition to achieve an effective tech stack is driving innovation. By integrating service, sales, and marketing capabilities through a platform approach, businesses can streamline operations, centralize customer data for better insights, improve collaboration across departments, and enhance the overall customer experience. Watch this webinar to discover how leveraging unified platforms and innovative technologies can help businesses scale, increase agility, and create seamless, personalized customer journeys. Our analysts also covered key buyer pain points, the CX tech vendor landscape, enterprise approaches to unifying CX, pricing strategies for sourcing CX tech, the impact of generative AI in improving CX, and future CX technology trends to watch for. What questions did the webinar answer? What does a typical CX tech stack need to look like? Who are the emerging players/buying trends in the space? What advantage does a platform-based approach have? can I unify end-to-end CX? What are the pricing models prevalent in CX tech? What will be the impact of Gen AI in CX? Which are the major future trends in this space?