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  • Tech Vendor Spotlight

    April 25, 2025
    Accent localization is fast emerging as a game-changing solution for global Customer Experience Management (CXM). As enterprises increasingly deliver CX services from offshore and nearshore hubs, the demand for speech technologies that ensure clear, culturally resonant, and locally understandable communication is rising. This report delves into accent neutralization tools’ current state, how they have evolved from manual training to real-time AI-driven speech-to-speech models, and their growing role in improving agent performance and customer satisfaction. It also explores today’s solutions’ limitations, including challenges with diverse dialects, contextual understanding, and latency. It also examines the competitive provider landscape, profiling leading technology providers and outlining their key capabilities. The report offers enterprises a strategic guide to navigating the accent localization space and improving global CX outcomes by highlighting the latest innovations and adoption drivers. Scope All industries and geographies Contents IIn this report, we examine: Accent localization’s role in enhancing CXM Accent neutralization technology’s evolution, from agent training to real-time speech-to-speech solutions Key limitations and challenges current accent localization tools face Top technology providers in the space The current accent localization market landscape and emerging trends for global customer service delivery
  • Viewpoint

    March 18, 2025
    AI is at the forefront of the Customer Experience (CX) transformation. Integrating machine learning, natural language processing, and predictive analytics into contact centers is providing organizations with unprecedented opportunities to improve CX while reducing operational costs. By 2030, AI will be essential to delivering hyper-personalized experiences, anticipating customer needs, and resolving issues autonomously. This report highlights the key AI technologies and strategies that will drive this transformation, offering insights into the future of AI-driven CX. We analyze the factors shaping the future of contact centers, the shift in enterprise priorities, and the technologies required for long-term impact. From cloud-native platforms and quantum computing to AI-powered personalization, the report outlines the investments enterprises need to make today to ensure they are prepared for the demands of tomorrow’s customers. With actionable steps and strategic foresight, this study provides enterprises with a roadmap to navigate the evolving AI landscape and optimize CX for 2030. Scope All industries and geographies Contents In this report, we examine: The key drivers of AI-powered transformation in contact centers and customer engagement How evolving customer expectations are shaping CX strategies and technologies The role of AI technologies, including generative AI, predictive analytics, and emotional intelligence, in creating seamless customer experiences The operational blueprint for AI-driven contact centers by 2030 Recommended actionable steps enterprises should take to prepare for AI-driven CX and achieve long-term success Memberships Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management
  • Tech Vendor Spotlight

    Jan. 31, 2025
    Organizations face several challenges managing multilingual communication within Customer Experience Management (CXM), including high costs, operational inefficiencies, and inconsistent translation quality. These issues often obstruct delivering seamless, culturally relevant, and accurate interactions across diverse customer bases. AI-powered language translation solutions address these challenges by leveraging cutting-edge technologies such as Neural Machine Translation (NMT), automatic speech recognition, and text-to-speech. These advanced tools enable enterprises to deliver accurate, context-aware translations across various customer interaction channels, including chat, email, and voice. These solutions enhance operational efficiency, reduce costs, and ensure consistent translation quality by providing scalable, real-time, and sentiment-aware translations that account for cultural and industry-specific nuances. Ultimately, they empower organizations to optimize global operations, reduce customer churn, and foster long-term customer loyalty. The report comprehensively analyzes the AI-powered language translation landscape, including key solution components, considerations to select the right tool, and an overview of leading providers. It highlights how these solutions have evolved from traditional multilingual human support to NMT, and how AI-powered real-time language translation is redefining the CXM value chain. Despite their potential, current solutions face limitations such as real-time translation latency, support for less widely spoken languages, and contextual and cultural nuance preservation. The report also profiles 16 leading technology providers that offer AI-powered translation solutions, showcasing their capabilities and alignment with CXM needs. Scope All industries and geographies Contents In this report, we provide: A detailed look at CXM Key business challenges in providing multilingual support within CXM Insights into how AI-powered language translation addresses these business challenges An overview of language translation solutions’ evolution A breakdown of AI-powered language translation solutions’ core components Important considerations when selecting AI-powered language translation products Limitations and gaps in existing AI-powered language translation solutions A review of key providers offering AI-powered language translation solutions for CXM Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management
  • Thematic Report

    Jan. 30, 2025
    Our Customer Experience Management (CXM) key priorities research is based on annual surveys that capture key trends in the global sourcing industry. Despite the uncertainty, inflation, and macroeconomic instability, enterprises achieved stronger-than-anticipated results in 2024. For 2025, the outlook is positive, with cautious optimism and opportunities to capitalize on growing customer demand. Key enterprise priorities for 2025 include improving agent productivity, accelerating revenue growth, and optimizing costs. CX stakeholders anticipate significant changes in their service provider mix to enhance service quality and increase flexibility. Moreover, the demand for swift and impactful outcomes is prompting enterprises to shift from long-term contracts to shorter ones. As we move into 2025, agentic AI is set to become the next significant innovation, offering enterprises the potential for autonomous decision-making and operational efficiency. In this report, we present the findings from a study conducted in October and November 2024 with senior CX leaders from global enterprises. The report highlights their perspectives and strategies for 2025. It examines leading enterprise challenges in 2024 and outlines plans to maximize CXM value in an ever-evolving environment. Scope Geography: global Industry: cross-industry Service: CXM Contents In this report, we examine: Top business challenges and key business model changes in 2025 2025 outlook and priorities Key themes prioritized in the CXM services industry Anticipated changes to provider portfolios Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management
  • Viewpoint

    Jan. 15, 2025
    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
  • State of the Market

    Dec. 27, 2024
    The impact sourcing ecosystem is rapidly expanding due to the growing interest in sustainable and socially responsible business practices. Enterprises and providers are increasingly incorporating diverse and underserved talent into their operations due to cost efficiency, access to specialized talent, and alignment with ESG and SDG objectives. Traditional providers dominate hiring volumes, while specialists see steady growth in revenue and headcount as they refine talent initiatives and partner with NGOs and educational institutions. Buyers recognize the dual value of cost benefits and corporate citizenship, advocating for more robust reporting and impact sourcing policies’ disclosure. In response, providers are investing in enhanced training programs, certifications, and technology upskilling, enabling impact workers to transition to more complex, higher-value roles. Despite generative AI’s disruptive potential concerns, agentic AI emerges as a promising tool to empower the impact workforce. Key market trends include the CXM industry’s increasing contribution to impact sourcing revenue, growing adoption of impact workers in MEA and APAC regions, and alignment with regulatory frameworks promoting fair labor practices. Governments support impact sourcing through incentives and regulations, while providers adopt inclusive hiring strategies and offer tailored employee support to complement workforce diversity and drive social impact. In this report, we explore macroeconomic drivers, buyer feedback, and generative AI’s influence on the impact sourcing space. Africa stands poised to lead the global impact sourcing growth, showing this approach’s transformative potential in fostering a purpose-driven and sustainable business landscape. The report aims to enable enterprises and providers to incorporate impact sourcing and other inclusive talent management strategies in their organizations. Scope Broad industry with a focus on impact sourcing talent strategy Geography: global Impact sourcing programs of both impact sourcing specialists and traditional service providers This report is based on primary and secondary data collection, conversations with market participants (buyers, outsourcing service providers, and impact sourcing specialists), and fact-based research Contents In this report, we analyze: The concept of impact sourcing and the comprehensive impact sourcing market landscape, including market size, trends, and talent portfolio Impact sourcing’s talent management practices across the hire-to-retire cycle Buyers’ take on impact sourcing Impact sourcing engagement case studies Technology’s role on the impact sourcing market and the future of impact sourcing programs Memberships This Market Report is available to All Memberships
  • Viewpoint

    Nov. 25, 2024
    Enterprises are exploring transformative technologies, especially gen AI, due to the increasing focus on customer experience as a strategic differentiator. This viewpoint delves into how gen AI revolutionizes Customer Experience Management (CXM) by enabling hyper-personalized interactions, streamlining operations, and delivering intuitive, human-like support. It explores the rapid evolution from pilot programs to large-scale implementations as businesses recognize gen AI's potential to enhance customer engagement, operational efficiency, and satisfaction. The viewpoint covers gen AI's applications across customer support, sales, and technical assistance, offering insights into its Return on Investment (RoI), adoption strategies, and critical enablers such as third-party partnerships. It also highlights emerging trends, key investment priorities, and actionable recommendations for enterprises looking to navigate adoption challenges and unlock gen AI’s full potential in a digital-first, competitive landscape. Scope: All industries and geographies Contents: In this study, we assess: Gen AI's key impact areas in CXM operations The current state of gen AI deployment Significant use cases across industries Return on Investment (RoI) and business outcomes for enterprises A strategy for successful adoption of gen AI Third-party providers' role in advancing gen AI implementation Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Sourcing and Vendor Management
  • State of the Market

    Nov. 20, 2024
    The post-pandemic business environment, marked by economic challenges and geopolitical uncertainties, has slowed the growth of traditional Customer Experience Management (CXM) outsourcing. However, organizations are increasingly embracing digital CXM services, focusing on digital transformation and adopting generative AI. Enterprises are rapidly moving from AI pilot programs to full-scale implementations, recognizing AI's potential to enhance customer interactions, personalization, efficiency, and satisfaction. This report analyzes the outsourced CXM market, covering adoption trends, regional and industry developments, enterprise priorities, decision-making, and provider performance. It also provides insights into the digital CXM landscape, the progress of generative AI adoption, key investment themes, and emerging trends shaping the future of CXM outsourcing. Scope All industries and geographies Contents In this study, we: Analyze evolving enterprise CXM priorities and decision-making Examine macroeconomic conditions’ effects on CXM outsourcing Provide an overview of buyer satisfaction and outsourcing trends in the Americas, EMEA, and APAC Study changes in the competitive landscape Discuss generative AI adoption’s current state and the future of CXM outsourcing Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management
  • Provider Compendium

    Nov. 18, 2024
    Enterprises increasingly value delivering high-quality Customer Experience (CX) through adaptable, scalable, and integrated cloud-based platforms. Contact Center-as-a-Service (CCaaS) systems connect seamlessly with CRM platforms, cloud data solutions, enterprise resource planning, IT service management, and automation tools, becoming foundational for modern CX strategies. Generative AI has further reshaped the CCaaS space, sparking advances in agent-assist technology, knowledge management, workforce optimization, and quality control. Additionally, many providers are aligning their CCaaS and unified communications-as-a-service solutions into cohesive business communication platforms. Additionally, CCaaS providers are strategically partnering with conversational AI, workforce management, and CRM providers, which allows them to expand their CXM capabilities through various integrated solutions. This compendium provides comprehensive and fact-based snapshots of 18 CCaaS technology providers. Each profile specifies the provider’s position on Everest Group’s PEAK Matrix® and insightfully analyzes its capabilities. The compendium will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on their desired set of capabilities. Scope All industries and geographies Contents In this report, we evaluate 18 CCaaS solution providers on their: Company overview Market adoption and capabilities Recent investments and announcements Client portfolio mix Product overview, features and functionalities, and key enhancements Capabilities across PEAK Matrix® dimensions Commercial models Key partnerships Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management
  • PEAK Matrix®

    Oct. 23, 2024
    The Contact Center-as-a-Service (CCaaS) market is rapidly evolving as enterprises increasingly recognize the value of delivering superior Customer Experience (CX) through flexible, scalable, and integrated cloud-based solutions. These platforms seamlessly integrate with CRM systems, cloud data platforms, enterprise resource planning systems, IT service management, and automation tools, making them essential for modern CX strategies. Gen AI has further transformed the CCaaS landscape, driving innovation in areas such as agent-assist solutions, knowledge management, workforce management, and quality assurance. Additionally, providers are increasingly integrating their CCaaS and Unified Communications-as-a-Service (UCaaS) offerings into comprehensive business communication suites. The CCaaS market is also experiencing a surge in strategic partnerships, with technology giants such as Microsoft and Google expanding the ecosystem and providing enterprises with a diverse range of integrated solutions to strengthen their CXM capabilities. In this report, we assess 18 CCaaS technology providers featured on Everest Group’s PEAK Matrix® 2024 and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each provider profile provides a comprehensive overview of its service focus, key intellectual property / solutions, domain investments, and case studies. The research will help buyers select the right-fit technology provider for their needs, while technology providers will be able to benchmark themselves against competition. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CCaaS technology providers, client reference checks, and an ongoing analysis of the CCaaS market Contents In this report, we assess: 18 leading CCaaS technology providers as per Everest Group’s PEAK Matrix® framework The CCaaS technology provider landscape Providers’ key strengths and limitations Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management