Everest Group

FEBRUARY 27, 2024

By strategically partnering with third-party providers, enterprises can fully harness the potential of gen AI in customer experience management. Learn insights from our latest survey on enterprise readiness for gen AI adoption and how collaborating with providers can help overcome the major obstacles. Let’s explore this further.

Management 64

Management Out-Tasking Efficiency Outsourcing 64

IBM Services

JANUARY 25, 2024

Organizations that provide an excellent customer experience (CX) can improve sales revenues by 2 to 7 percent and profitability by 1 to 2 percent, according to McKinsey. Focusing on good CX can increase customer satisfaction and drive more meaningful customer interactions, ultimately increasing sales and customer retention.

E-Commerce 75

E-Commerce Retail Right-Sizing Customer Service 75

IBM Services

FEBRUARY 12, 2024

An evolution of customer experience (CX) was to be expected. Throughout modern history, organizations have encountered internal and external challenges that changed how they interact with customers and how customers view those organizations. Customer needs changed. Customer retention is difficult to keep high.

E-Commerce 103

E-Commerce Retail Manufacturing Analytics 103

Groove Technology

APRIL 3, 2023

Introduction to Anypoint Platform In today’s competitive business landscape, customer experience (CX) is a critical differentiator. Businesses are constantly seeking ways to enhance their customer interactions, and the Anypoint Platform by MuleSoft is a powerful tool to achieve this. Why Improve Customer Experience?

Flexibility 130

Flexibility Analytics Service Outsourcing 130

Everest Group

JANUARY 17, 2022

Customer experience is decidedly a top focus of company operations in 2022. As companies assess whether their digital-age investments achieve success, they increasingly look through the customer-experience lens. Platforms certainly have the capability of delivering exceptional customer experiences.

52

52

3Pillar Global

MAY 18, 2023

While companies claimed the “secret sauce” to winning over customers depended solely on the quality of their service or product offerings in the past, this no longer holds true. Now, a far more important success factor has emerged—delivering the best possible customer experience. One example of this is the banking industry.

Banking 98

Banking Automation Out-Tasking Marketing 98

V-Soft Consulting

AUGUST 3, 2023

Customer experience has become a key differentiator for success. In fact, according to Dimension Data, more than 80% of organizations consider customer experience as a competitive differentiator and around the same number of consumers say they consider experience as essential as a part of the services the company offers.

Analytics 98

Analytics Service Customer Service 98

Everest Group

JULY 13, 2023

Explore GAI’s exciting future in this blog. Following the growing trend in other industries, retail and CPG enterprises are now investing in GAI to harness its potential to enhance operations and customer experience. Contact us to speak to an analyst on this topic.

Retail 52

Retail Inventory Management Sales Streamline Operations 52

IBM Services

FEBRUARY 15, 2024

Their approach to leveraging technology to boost both employee and consumer experiences varies by brand, yet some industry-wide themes are becoming apparent—especially with shifts in consumer habits and generational behaviors. The magic just doesn’t happen.

Retail 67

Retail Management Service 67

Everest Group

FEBRUARY 24, 2022

As I previously blogged, back in pre-COVID-19 pandemic times, companies experimented with changing to digital operating models and building digital platforms to drive competitive advantages in managing operations, especially in improving the customer experience and employee experience.

Marketing 59

Marketing Management 59

Everest Group

APRIL 26, 2024

Life sciences enterprises are undergoing a generational shift, transitioning from outdated legacy customer relationship management (CRM) systems to modern Customer Experience Platforms (CXP). Reach out to us to discuss this topic further.

Pharmaceuticals 64

Pharmaceuticals Analytics Sourcing Healthcare 64

IBM Services

DECEMBER 20, 2023

Customer experience strategy (CX strategy) is when organizations optimize customer engagements to create happy customers, drive customer loyalty and help to recruit new customers. Providing a better customer experience takes into consideration the entire customer journey and every customer touch-point.

Customer Service 70

Customer Service Customer Support Service Sales 70

IBM Services

OCTOBER 11, 2023

This operations manager understood the importance of catering to their loyal customer base, some of whom resided in different time zones. In their quest to provide exceptional service, they faced a challenge—how to ensure that customers could place orders as soon as new shipments of their artisanal products arrived. Click Create.

Sourcing 93

Sourcing Streamline Operations Accounting Service 93

Everest Group

SEPTEMBER 6, 2023

Customer Experience Management (CXM) Services After an unprecedented rebound in 2021, the global Customer Experience Management (CXM) outsourcing market experienced a relative slowdown in 2022 due to macro-economic challenges and concerns about market downturns leading to a deceleration in new deals.

Management 64

Management Service Outsourcing Marketing 64

VXI

AUGUST 17, 2021

Nothing quite defines the future of customer service than customer experience agility. Transposing this to the Business Process Outsourcing (BPO) industry terms, customer experience (CX) agility is the ability of the service provider to swiftly mobilize tactics and adapt to the volatile and ever-changing customer environment.

Customer Service 105

Customer Service Service BPO Business Process Outsourcing 105

Everest Group

SEPTEMBER 14, 2022

Despite the overall growth in the Customer Relationship Management (CRM) industry, the CRM platform market remains static. In this blog, we share our CRM insights and three recommendations for CRM platform evaluation. CRM is integral to enabling this experience transformation.

Right-Sizing 45

Right-Sizing Sales Research Marketing 45

Everest Group

DECEMBER 16, 2022

Top Healthcare Customer Experience Platforms Rapid digitization of healthcare and evolving customer expectations are driving the need for personalized customer experiences across pre-care, care, and post-care interactions. Market Insights™ Productivity Levers in Customer Experience Management (CXM) Deals.

Healthcare 59

Healthcare Administrative Outsourcing Sourcing 59

CGS Inc

OCTOBER 14, 2021

Recognized for Business Process Outsourcing Solutions in a disruptive period for customer service. The award is presented by TMC, a global, integrated media company, and TMC’s CUSTOMER magazine. The outcome drives success for our clients, while reducing customer effort and improving the overall customer experience.”.

Business Process Outsourcing 98

Business Process Outsourcing Call Center BPO Outsourcing 98

VXI

AUGUST 24, 2021

What does it take for a Business Process Outsourcing (BPO) company to be called a world-class provider of award-winning customer experience (CX)? Incredible customer experiences are not happy accidents—they are pre-meditated, methodically planned, and well-executed. However, most enterprises fail to do so.

BPO 105

BPO Customer Service Business Process Outsourcing Service 105

Everest Group

OCTOBER 4, 2022

How are Leading Organizations Delivering Exceptional Customer Experience? The global customer experience (CX) outsourcing market saw an astounding increase of 12-14% in 2021, with the current market size standing at US$100-102 billion. David Rickard. Vice President. Chhandak Biswas. Practice Director. Webinar.

Outsourcing 59

Outsourcing Analytics Customer Service Managed Services 59

Everest Group

APRIL 6, 2023

The combination of Concentrix and Webhelp will create a global customer experience management (CXM) titan that can significantly shape the industry’s future. Bringing the respective customer service models and training programs into alignment also can pose challenges. Who will be the next global CXM titan to join their ranks?

Management 52

Management Legal Services Human Resources Collaborations 52

Everest Group

SEPTEMBER 14, 2023

South Africa has emerged as a stand-out destination for customer experience (CX) services. Offering a talented workforce, cost-effectiveness, and infrastructure, the nation is attracting the attention of both providers and customers alike. Discover seven advantages of South Africa and compare its hotspot cities in this blog.

Service 69

Service Impact Sourcing Contact Center Outsourcing Government 69

Perficient Digital Transformation

FEBRUARY 13, 2023

A website and mobile app are critical tools for utility customers, providing them with access to important information about their energy, water, or other utility services. In this blog post, we will discuss the top website and mobile app features and functionalities that are important for utility consumers.

Accounting 64

Accounting Efficiency Service Management 64

Influx

MARCH 26, 2023

As a CX professional, it’s important to stay up-to-date on the latest in customer experience. Influx’s biweekly newsletter gives a quick, curated look at the industry including recent CX news, helpful articles/blogs, and fresh insights. Sign up now! Zendesk ) Insight #4: US businesses lose $35.3B Some say it’s neither.

Customer Support 52

Customer Support Efficiency 52

Mattsen Kumar

JULY 31, 2023

The financial technology (FinTech) industry has developed rapidly in recent years, providing innovative and convenient solutions for customers. As the competition increases, it becomes increasingly essential for FinTech companies to deliver a customer-centric experience.

Call Center 52

Call Center Reduced Costs Customer Service Efficiency 52

Anexa

FEBRUARY 14, 2023

In today’s highly competitive business environment, companies that prioritize customer experience (CX) have a significant advantage over those that don’t. The happier and more satisfied your customers are, the more likely they are to stay loyal to your brand and refer others to your business.

Customer Service 52

Customer Service BPO Outsourcing Service 52

Everest Group

MARCH 7, 2023

Live Webinar Strategies for Customer Experience (CX) Success in an Uncertain World March 7, 2023 | 9 a.m. IST The global customer experience (CX) outsourcing market has grown tremendously. CST | 10 a.m. EST | 3 p.m. GMT | 8:30 p.m. What questions will the webinar answer for the participants?

Reduced Costs 52

Reduced Costs Outsourcing BPO Sales 52

IBM Services

MARCH 21, 2023

Key Takeaways The digital customer experience is evolving rapidly, and companies need to keep up. Companies should focus on the needs of their customers to provide an excellent digital customer experience. Security and Trust will remain key factors for the success of the digital payments’ world.

E-Commerce 52

E-Commerce Banking Sales Retail 52

Go4Customer

SEPTEMBER 24, 2021

." Ernest Hemingway There has been a lot of hue & cry about how organizations are considering customer experience as their major point of focus. A lot of blogs and articles have been published and almost all of the top companies claim to have been providing a top-notch customer experience.

Outsourcing 98

Outsourcing 98

IBM Services

SEPTEMBER 18, 2023

With more choices for customers, capturing share of wallet is becoming more competitive for traditional banks. Through this period of rapid transformation, financial institutions must also deliver frictionless experiences to help maintain long-lasting client relationships and gain new market share.

Banking 78

Banking Regulations Design Risk Management 78

IBM Business Partners

AUGUST 2, 2023

Over the years, chatbots have become seamlessly integrated in our day-to-day lives — in our homes, on our phones, on social media or in apps for shopping online, healthcare, customer support and more. Today, AI makes the difference between good and bad customer service. 
 How do customer service chatbots work?

Retail 56

Retail Customer Service Banking Healthcare 56

Everest Group

DECEMBER 12, 2022

Top Life Sciences Customer Experience Platforms (CXP) The pandemic drove the need for more virtual and digital interactions between life sciences enterprises and customers. The Rising Role of Customer Data Platforms in Data-driven Personalization. Our Thinking. Learn More. Learn More. Learn More. Learn More.

Analytics 59

Analytics Sales Research Marketing 59

Everest Group

APRIL 11, 2024

Amid the tumultuous landscape of 2022-23, the Customer Experience Management (CXM) outsourcing indust ry faced a barrage of challenges. Generative AI (gen AI) holds the potential to redefine customer service offerings, automate more interactions, enhance agent performance, and provide superior customer experiences.

Outsourcing 59

Outsourcing Nearshoring Offshoring Efficiency 59

Everest Group

APRIL 28, 2023

Teleperformance, a global leader in the customer experience management industry, has announced its proposal to acquire Majorel, another titan in the industry. As we mentioned in our recent blog , we are seeing the rise of global titans in the customer experience management industry with revenues above US$4 billion.

Management 40

Management Global Outsourcing Retail Insurance 40

Perficient Digital Transformation

MAY 6, 2022

According to industry research, 73% of all people point to customer experience as an important factor in their purchasing decisions. Moreover, customers in the financial services industry are increasingly interested in using their go-to firm to cover more of their needs, rather than using multiple providers.

Banking 72

Banking Accounting Design Engineering 72

Perficient Digital Transformation

APRIL 15, 2022

In case you forgot, last year and the previous year offered tough times for retailers, as the pandemic increased the time it takes to get products from overseas, thus providing a below-average customer experience for folks looking to purchase products either in-store or digitally. . Guaranteed Early Access. Higher Profitability.

Sales 69

Sales Retail Order Management Flexibility 69

Everest Group

SEPTEMBER 13, 2022

Top Customer Experience Management (CXM) Services in EMEA The Customer Experience Management (CXM) market in Europe, the Middle East, and Africa (EMEA) grew at an unprecedented pace in 2021. LEARN MORE ABOUT Customer Experience Management (CXM) in EMEA – Service Provider Landscape with PEAK Matrix® Assessment 2022.

Management 64

Management Service Research Analytics 64