Customer Experience Strategy in the Era of Hidden Disruptors

Across the globe in CX delivery, a new reality is emerging as geopolitical instability, regulatory shifts, and trade disruptions challenge long-standing operating models. Traditionally optimized for cost and efficiency, CX footprints must now be reassessed through the lens of resilience, risk diversification, and compliance. As external pressures intensify, organizations are being forced to rethink location strategies, cost structures, and sourcing approaches to remain competitive in an increasingly volatile environment.

Join Everest Group experts Rishav Kumar, Practice Director, Chhandak Biswas, Vice President, and Joshua Victor, Senior Analyst, on June 16 for a forward-looking webinar on rebalancing global CX. They will examine the forces reshaping delivery models, highlight near-term risks, and share practical guidance to help organizations make more informed footprint and sourcing decisions over the next 12–18 months.

What questions will the webinar answer for the participants?

• How are geopolitics, regulatory changes, and trade dynamics impacting global CX delivery locations, cost structures, and risk exposure today?
• Where is your current CX footprint most vulnerable to disruption, and how should you assess concentration risk across regions and delivery models?
• How can organizations rebalance their global CX footprint to optimize cost, resilience, and compliance over the next 12–18 months?

Who should attend?

• CXOs: Chief Customer Officer (CCO), Chief Experience Officer, Chief Digital Officer (CDO), Chief Operations Officer (COO)
• Senior Leaders: VP/Head of Customer Experience, VP/Head of Contact Center, VP/Head of Customer Operations
• Strategy & Transformation: Head of CX Transformation, Head of Customer Strategy, Head of Digital CX, Head of AI in CX
• Sourcing & Delivery: Head of Outsourcing, Vendor Management Leaders, Supplier Management Leaders, Global Business Services (GBS) Leaders
• Technology Leaders: CIO, CTO, Head of IT, Head of Automation/AI, Contact Center Technology Leaders