Everest Group

APRIL 11, 2024

After a turbulent past year, 2024 holds great promise for CXM outsourcing, with generative AI and other technologies poised to transform contact center operations. Several technological advancements are poised to catalyze growth and reshape contact center operations. Gen AI is not merely a technological upgrade.

Outsourcing 59

Outsourcing Nearshoring Offshoring Efficiency 59

Everest Group

OCTOBER 31, 2023

The adoption of generative AI technology poses four major types of threats to enterprises: data privacy and security, reliability and explainability, responsibility and ownership, and bias and ethics. Learn more about evaluating generative AI risk to gain an edge in this blog.

Risk Management 64

Risk Management Risk Management Government Management 64

Everest Group

MAY 9, 2024

Delve into this blog to explore the advantages and potential hurdles of adopting a strategic business outcome in CXM. This emphasis enables companies to stay competitive, adapt to rapidly changing market dynamics, and foster customer loyalty by consistently delivering meaningful and impactful experiences.

Service 59

Service Collaborations Outsourcing Services Contracting 59

Everest Group

JANUARY 22, 2024

Explore the projected benefits to both companies and market repercussions in this blog. Managing disparate technologies, ensuring seamless connectivity, and maintaining security across these diverse environments is a complex puzzle. Reach out to learn more on this topic.

Automation 64

Automation Marketing Flexibility Sales 64

Everest Group

DECEMBER 15, 2023

Learn about the 3E design principles of this advanced edge model and its many benefits in this blog, and feel free to reach out to us to explore this topic further. Despite major players’ efforts to integrate edge with advanced technologies, questions persist about the processing capabilities and scalability of these edge locations and more.

Healthcare 64

Healthcare Design Efficiency Cybersecurity 64

Everest Group

DECEMBER 11, 2023

Our Everest Group team is pleased to share their analysis of positive developments from the first two days of COP28, with a specific focus on the global technology and tech services industries, in this blog. Currently, Everest Group has observed a surge in sustainability technology adoption in developing countries.

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Everest Group

DECEMBER 5, 2023

In this blog, we will delve into the pressing talent-related issues faced by sustainability service providers and explore the innovative ways they are addressing these deficiencies through avenues like strategic hiring, acqui-hiring, and upskilling.

Service 64

Service Co-Sourcing Impact Sourcing Collaborations 64

Everest Group

JANUARY 5, 2024

Discover how the content ecosystem has evolved, explore the potential of generative Artificial Intelligence in reshaping the content supply chain, and gain insights into what’s next in this blog. Enterprises and marketers also face technology and internal enterprise challenges beyond content. The dawn of Web 2.0

Marketing 64

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Everest Group

OCTOBER 17, 2023

Several emerging key generative AI (GAI) trends can profoundly impact automation, productivity, and human expertise, but harnessing GAI’s many opportunities will come with risks that will require enterprises to make complex choices and strategically adapt. Read this blog for valuable insights to prepare for this new frontier.

Banking 59

Banking Human Resources Automation Insurance 59

Everest Group

AUGUST 25, 2023

Our survey of procurement professionals found the technology holds great potential to transform spend analytics and cost optimization while increasing efficiency and saving time. To learn about use cases and the potential of GAI technology, watch our webinar: Welcoming the AI Summer: How Generative AI is Transforming Experiences.

Analytics 52

Analytics Sourcing Out-Tasking Efficiency 52

Everest Group

MARCH 13, 2024

Though a recent Everest Group survey revealed the pressing need for mainframe modernization, the technology is far from dead in the banking, financial services, and insurance (BFSI) industry. However, the question remains: will gen AI bring exponential change in the next three years?

Banking 64

Banking Insurance Out-Tasking Efficiency 64

Everest Group

DECEMBER 15, 2023

In recent years, the tech talent market has experienced heightened volatility, reflecting the rapidly changing dynamics of the technology landscape. As per Everest Group’s Enterprise Pulse for Technology Services 2023 Report , the percentage of enterprises satisfied with their service partner dropped from 75% to 69%.

Marketing 69

Marketing Cybersecurity Analytics Service 69

Everest Group

AUGUST 31, 2023

Generative Artificial Intelligence’s emergence has led enterprises, tech vendors , and entrepreneurs to explore many different use cases for this disruptive technology while regulators seek to comprehend its wide-ranging implications and ensure its responsible use. Read on for recommendations for moving forward in this uncharted territory.

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Out-Tasking Government Regulations Collaborations 59

Everest Group

OCTOBER 31, 2022

The biggest advocates for information technology transformation can come from inside your organization. Learn how having employees as innovation champions can benefit your company in this blog. . Technology should enable and act as the catalyst for business objectives – not the end state.

Marketing 52

Marketing Efficiency Information Technology Government 52

Redial

JUNE 28, 2023

In this blog post, we will explore why constant training is vital for call center teams and why it should be seen as a positive rather than a negative practice. Staying Tuned in to Best Practices: The customer service landscape continually evolves, with new technologies, communication channels, and customer expectations emerging regularly.

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Call Center Jobbing Marketing Efficiency 130

Everest Group

FEBRUARY 26, 2024

Let’s explore the following four implications of the Capital One merger on the BFS technology and IT services sectors. Merged entities must swiftly adapt their operational models, delivery strategies, and sourcing decisions to excel in the evolving landscape. We are closely watching the market and regulatory actions.

Banking 59

Banking Risk Management Risk Management Marketing 59

Everest Group

DECEMBER 14, 2022

We expect financial technology players to answer investors’ demands for increased profitability by tweaking business models and product innovation. FinTech firms have a history of responding to tough economic times by adapting and coming up with new business approaches. We expect FinTechs to find alternative monetization models.

Banking 72

Banking Insurance Finance Advisory 72

Redial

OCTOBER 18, 2023

In this blog, we’ll explore the five worst ways companies scare customers away, focusing on modern CX challenges and how contact centers and outsourcing companies can be pivotal in addressing these issues. Companies that fail to adapt to this digital shift are at risk of scaring away customers.

Call Center 130

Call Center Outsourcing Engineering Customer Support 130

IBM Services

APRIL 23, 2024

Change is inevitable in an organization; especially in the age of digital transformation and emerging technologies, businesses and employees need to adapt. This blog outlines five steps to support the seamless integration of organizational change management. Steps to support organizational change management 1.

Management 63

Management Out-Tasking Administrative Efficiency 63

Everest Group

AUGUST 24, 2022

Post-pandemic, enterprises have given IT service and technology providers high marks for improving commercial models and customer-centricity, but talent management is emerging as a major concern. Discover a framework for effective talent management in this blog. What do enterprises want from their IT service and technology providers?

Management 52

Management Flexibility Collaborations Insurance 52

Redial

JUNE 1, 2023

With technology rapidly advancing, businesses are leveraging its power to transform their customer service training practices. Standardization of Training: Technology provides a consistent and standardized training experience for customer service representatives. By embracing technology, companies can reduce these expenses.

Customer Service 130

Customer Service Service Call Center Collaborations 130

Redial

OCTOBER 5, 2023

Either from regulatory changes or technological disruptions, this competitive sector receives constant demands from clients worldwide. This blog will delve into the most recent challenges financial companies might encounter this year and beyond and explore potential alternatives to address these challenges.

Cybersecurity 130

Cybersecurity Banking Regulations Collaborations 130

Everest Group

OCTOBER 20, 2023

Digital and next-generation technology services continue to witness a mismatch between talent demand and supply. While the advent of newer technologies like generative AI has created an industry buzz, the primary focus continues to be on strengthening the digital core and building a resilient technological foundation.

Service 59

Service Offshoring Global Business Services Information Technology 59

Perficient Digital Transformation

MAY 16, 2024

In this edition, we’ll delve into the principles, strategies, and importance of embracing flexibility through Universal Design to create adaptable and inclusive learning environments. For more information on why accessibility is important in general, you can check out my previous blog post here.

Flexibility 52

Flexibility Design 52

Everest Group

JUNE 16, 2023

Additionally, inclusiveness can strengthen supply chains’ adaptability and resiliency by presenting more sourcing choices, providing a significant benefit in these turbulent times. By intentionally including diverse suppliers in their outsourcing portfolio, companies can achieve multiple benefits.

Outsourcing 52

Outsourcing Service Government Sourcing 52

Everest Group

MAY 31, 2023

Generative AI, an advanced technology that employs deep learning models, can create images, videos, text, codes, simulations, and other high-quality content by responding to given prompts within seconds. The nature of jobs will shift and healthcare professionals will have to adapt as demand grows for GAI.

Healthcare 52

Healthcare Administrative Call Center Out-Tasking 52

Redial

JULY 20, 2023

So, join us on this blog, to discuss essential elements shared by our leadership team handling our operations, that every call center should consider implementing for a better time. This could involve forecasting call volumes, scheduling agents accordingly, and continuously monitoring and adapting to real-time fluctuations.

Call Center 100

Call Center Analytics Collaborations Accounting 100

Everest Group

SEPTEMBER 14, 2023

A powerful goal-setting framework popularized by major technology companies, OKR, at its core, is designed to align teams and individuals with the organization’s overall strategic objectives. Avoid setting too many OKRs to prevent diluting efforts Flexibility and Adaptability : Embrace the agile nature of OKRs.

Accounting 64

Accounting Marketing Customer Support Flexibility 64

Offshore India Data Entry

FEBRUARY 19, 2024

This approach is forward-looking, positioning organizations for long-term growth and competitiveness by instilling a culture of innovation and adaptability. Flexibility and Adaptability Business Process Outsourcing (BPO) and Business Process Management (BPM) present contrasting approaches in terms of flexibility and adaptability.

BPO 111

BPO Outsourcing Business Process Outsourcing External Service Provider 111

Everest Group

AUGUST 29, 2022

Learn how to build a holistic framework of best practices for technology, the business, and agents to shape contact center security in this blog. Companies also should have technology contingency plans for legacy systems that can’t be replaced. Holistic framework. In-center model. BYOD model. Business related.

Cybersecurity 52

Cybersecurity Software Inventory Management Regulations 52

Everest Group

JULY 19, 2023

The initiative emphasizes innovation and new technology solutions, increasing brand awareness and customer engagement. Focus on next-generation technologies Aligning with high-growth markets of next-generation technologies, specifically GAI, was a hot discussion topic dominating both formal and informal conversations.

Cybersecurity 52

Cybersecurity Human Resources Government Collaborations 52

Perficient Digital Transformation

FEBRUARY 29, 2024

Modular design, with its emphasis on flexibility and adaptability, emerges as a dynamic force within the realm of universal design. This blog post explores the transformative power of modular design and its role in fostering inclusivity. Beyond One-Size-Fits-All Modular design challenges the notion of one-size-fits-all solutions.

Design 52

Design Flexibility Collaborations Engineering 52

Redial

OCTOBER 11, 2022

Join me on this blog! It is imperative to be updated with new technologies and tools that can help us facilitate the operation and the customer experience. And we must not only consider the use of technological tools. Through the organization, we establish a hierarchy of priorities fully adaptable to any specific situation.

Call Center 130

Call Center Human Resources BPO Customer Service 130

Redial

SEPTEMBER 6, 2023

This blog post will share the top five elements your company must consider before hiring a call center. Technology and Infrastructure: The technology and infrastructure of the call center play a significant role in its ability to provide efficient and effective customer support. You can learn more about tech used for training!

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Call Center Customer Support Flexibility Research 100

SIG Speaks

DECEMBER 17, 2021

To wrap up 2021, we highlight the top 10 SIG Speaks blogs of the year. CEO of Scanmarket, Betina Nygaard, discusses the new priorities that procurement leaders must adapt to in the post-pandemic workforce. To receive the latest updates on SIG events, executive interviews and new industry research, subscribe to receive blog updates.

Sourcing 40

Sourcing Design Sales Research 40

IBM Services

FEBRUARY 20, 2024

These proactive measures are made possible by evolving technologies designed to help people adapt to the effects of climate change today. And how will humans adapt to them then? ” 1 Let’s take a look at the models’ predictions for the changing climate as well as how society could adapt. millimeters (0.1

Research 119

Research Design Administrative Government 119

IBM Services

SEPTEMBER 21, 2023

But as organizations race to adopt these new technologies for business, it requires a global ecosystem of partners with industry expertise to identify the right enterprise use-cases for AI and the technical skills to implement the technology. to greatly improve service delivery,” said David Tan, CTO, CrushBank Technology, Inc.

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Software Sourcing Flexibility Design 111