In 2023, the APAC region’s Customer Experience Management (CXM) market witnessed moderate growth, fueled by the adoption of omnichannel solutions, generative AI, and cloud services and the evolving social media landscape. Enterprises seeking to collaborate with CX service experts are driving this expansion to reduce costs, diversify operations, and support regional expansion. The travel and hospitality sector notably increased its CXM outsourcing due to a surge in tourism in countries such as Malaysia, Singapore, and the Philippines, while telehealth services’ rise in India and China spurred CXM’s demand in healthcare. Additionally, increasing mobile penetration and retail and e-commerce growth have amplified digital CXM solutions’ need across the region.
Providers have established centers of excellence focused on deploying advanced solutions, such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, to accelerate innovation in digital CX, including generative AI. Many providers are also partnering with hyperscalers and AI startups to bolster their AI capabilities and broaden their service offerings.
In this report, we analyze 29 CXM service providers’ capabilities across industries in APAC. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.
Scope
Industry: all
Geography: APAC
This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market
The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult macroeconomic environment, driven by the diverse economic landscape and accelerated digital transformation. Specific growth drivers include increased AI and automation adoption, rising demand for enhanced customer service, substantial investments in digital infrastructure, and a notable surge in demand from the energy and utilities sector amid a global energy crisis.
Enterprises across EMEA are aggressively advancing their digital transformation strategies, prompting providers to focus on delivering highly customized digital Customer Experience (CX) solutions strongly emphasizing data privacy and security. AI-driven personalization and localized service delivery’s growing demand reflects the region’s rich cultural and linguistic diversity. To support these evolving needs, providers are establishing centers of excellence dedicated to deploying advanced solutions such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, which are driving innovation in digital CX, including gen AI technologies’ integration. Furthermore, many providers are strategically partnering with hyperscalers and AI providers to enhance their AI capabilities and expand their service offerings.
In this report, we analyze 37 CXM service providers’ capabilities across industries in EMEA. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.
Scope
Industry: All
Geography: EMEA
This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market.
The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. This favorable climate encouraged substantial investments from regional providers. Businesses are accelerating their digital transformation journeys. In response, providers offer diverse digital CX solutions, including automation, analytics, conversational AI, chatbots, self-service options, omnichannel delivery, and cloud-based contact centers.
To drive innovation and implementation in digital CX, including gen AI adoption, providers have established Centers of Excellence (CoEs). These centers deploy gen AI solutions, such as knowledge-as-a-service, learner co-pilots, QA&QC co-pilots, conversational AI chatbots, and agent-assist tools. Moreover, most providers are forging strategic partnerships with hyperscalers and AI startups to enhance their gen AI capabilities and expand their service offerings.
In this report, we analyze 43 CXM service providers’ capabilities across industries in the Americas. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.
Scope
Industry: all
Geography: Americas
This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market
对于中高阶学习者,强烈推荐集结纳瓦尔推特风暴的两本书:The Almanack of Naval Ravikant(中文版《纳瓦尔宝典》), How to get rich without getting lucky(中文版《如何不靠运气创富》)。这两本书的主题是如何学习、成长、创业和投资以获得幸福——健康的体魄、冷静的头脑、有爱的家庭,行文用词简易但言近旨远,逻辑井然,被称为互联网时代的《穷查理宝典》。这两本书同时也是英文写作的典范。
软件功能强大,有三个不同级别(初级、中级和高级),超过200个写作课题(task),再加上商业写作和练习写作“Just for fun”。 当在线写作完毕,或者离线写作上传,人工智能系统会立即给出反馈,指出文档中潜在的错误,还会依据欧洲语言标准CEFR打分,评估作品的水准在六个级别A1/2、B1/2、C1/2 中的哪一级。
I went from being a bad writer to a good writer after taking a one-day course in “business writing.” I couldn’t believe how simple it was. I’ll tell you the main tricks here so you don’t have to waste a day in class.
Business writing is about clarity and persuasion. The main technique is keeping things simple. Simple writing is persuasive. A good argument in five sentences will sway more people than a brilliant argument in a hundred sentences. Don’t fight it.
Simple means getting rid of extra words. Don’t write, “He was very happy” when you can write “He was happy.” You think the word “very” adds something. It doesn’t. Prune your sentences.
Humor writing is a lot like business writing. It needs to be simple. The main difference is in the choice of words. For humor, don’t say “drink” when you can say “swill”.
Your first sentence needs to grab the reader. Go back and read my first sentence to this post. I rewrote it a dozen times. It makes you curious. That’s the key.
Write short sentences. Avoid putting multiple thoughts in one sentence. Readers aren’t as smart as you’d think.
Learn how brains organize ideas. Readers comprehend “the boy hit the ball” quicker than “the ball was hit by the boy.” Both sentences mean the same, but it’s easier to imagine the object (the boy) before the action (the hitting). All brains work that way. (Notice I didn’t say, “That is the way all brains work”?)
That’s it. You just learned 80% of the rules of good writing. You’re welcome.
附二 五种基本句型
英语句子长短不一,变化万千,但归纳起来只有五种基本句型。
千变万化的英语句子,都可以看作是这五种基本句型及其扩大、组合、省略或倒装。
一、词性
为简明起见,用字母来代替词性:
S(subject)—主语
V(predicate verb)–谓语动词
P(predicative)—表语
O(direct object)—直接宾语
o(indirect object)—间接宾语
C(complement)—补语
M(modifier)—修饰语(包括定语和状语),不一定出现在句型中。
二、五种基本句型:图示与范例
1. S+V+P (S +Link V) 系表结构
主动是状态的主格,系动词作谓语,名词或形容词作表语(表明状态),没有动作承受者。
They are our teachers. (他们是我们的老师。)
The boy is smart.(男孩很聪明。)
2. S+ V 主谓结构
主语是动作的发出者,不及物动词作谓语,没有动作的承受者。
Great minds think alike. (英雄所见略同。)
3. S+V+O 主谓宾结构
主语是动作发出者,及物动词作谓语或不及物动词加介词作谓语,宾语是动作的承受者。
The girl expressed her wish. (那个女孩子表达了她的愿望。)
Small things amuse small minds. (小人无大志。)
4. S+V+o+O 主谓双宾语结构 (双宾语——同为名词)
间接宾语(通常是人或有生命的物)在前面,直接宾语(通常是无生命的物)在后面。
The teacher told the students his history. (老师给学生们讲他的经历。)
She gave me a book. (她给了我一本书。)
5. S+V+O+C 主谓宾+宾补结构 (宾语补足语通常由名词或形容词充当,补足其状态)
We found the hall full. (我们发现礼堂坐满了。)
You made me a hero. (你让我成了英雄。)
三、简单句组成并列句或复合句(主从句)。
并列句:You are a boy, and I am a girl.
复合句:主句+从句,如原因/时间/地点状语从句,定语从句,宾语从句等:
状语从句:I am not feeling well, because I caught a bad cold.
定语从句:I like the book very much, which you bought yesterday.