Major Contender in Digital Marketing Services

Major Contender in Digital Marketing Services

NEW YORK, June 18, 2025: eClerx Services Ltd (ECLERX.NS), a leading productized services company, today announced that it has been named a Major Contender in Everest Group’s Marketing Services PEAK Matrix® Assessment 2025.

Everest Group’s PEAK Matrix® provides a comprehensive evaluation of leading marketing service providers, analyzing the competitive landscape and assessing each provider’s key strengths and limitations. These trusted, unbiased evaluations analyze key factors such as vision, capabilities, talent availability, market impact, and cost – making them a go-to resource for leading enterprises worldwide. Providers also rely on the PEAK Matrix® to benchmark their offerings against peers and refine their strategies.

 “As marketers increasingly prioritize personalized and data-driven customer experiences, AI has become essential to streamline and scale operations with greater speed and precision. Agentic AI further enables autonomous, context-aware decisions across campaigns and content. As a result, enterprises increasingly seek AI-first partners, with end-to-end marketing services capabilities, positioning providers with embedded intelligence to drive the next wave of marketing efficiency and customer impact”, says Nisha Krishan, Vice President, Everest Group.

She goes on to say, “eClerx is recognized as a Major Contender in Everest Group’s Marketing Services PEAK Matrix® Assessment 2025, underpinned by its proprietary solutions, strategic partnerships, and emphasis on operational excellence. It offers strong AI-driven capabilities to support campaign planning, real-time insights, and content compliance, contributing to efficient marketing operations and improved customer journey management. Buyers recognize eClerx for its transparency, flexibility, and proactive relationship management across complex marketing transformation programs.”

The report highlighted several of eClerx’s key strengths, including:

• End-to-end marketing expertise: eClerx offers a wide range of marketing services spanning strategy and consulting, marketing operations, analytics, and technology.
• Proprietary solutions built for performance: eClerx’s purpose-built products (Market360, FLUiiD4®, Roboworx, and Merchandiser+) amplify content output, unlock deep competitor insights, and streamline workflows across the marketing lifecycle. 
• GenAI360 for supercharged marketing: eClerx’s award-winning GenAI suite accelerates campaign planning, creative production, and performance optimization, bringing intelligence to every stage of the marketing funnel.
• Ecosystem of top-tier partners: eClerx integrates seamlessly with the many of the world’s leading platforms, including Adobe, Braze, Salesforce, CleverTap, and more, to future-proof client ecosystems.

“This recognition truly reinforces our commitment at eClerx to push the boundaries of what marketing services can achieve,” says Manish Sharma, Chief Revenue Officer, eClerx. “We believe that the future of marketing lies at the intersection of data, technology, and creativity. By harnessing these elements, we enable our clients across diverse industries not just to reach their audience, but also to engage them in ways that drive real, measurable impact. This accolade motivates us to keep innovating and delivering solutions that accelerate growth and transform brands globally.”

About eClerx

eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

Disclaimer

Licensed extracts taken from Everest Group’s PEAK Matrix® Reports, may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis.  All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking.  To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports. 

About Everest Group

Everest Group is a leading global research firm helping business leaders make confident decisions. Everest Group’s PEAK Matrix® assessments provide the analysis and insights enterprises need to make critical selection decisions about global services providers, locations, and products and solutions within various market segments. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix® to gauge and calibrate their offerings against others in the industry or market. Find further details and in-depth content at www.everestgrp.com.

Media contact

Prathibha Das
Head – Brand & Corporate Marketing
prathibha.das@eclerx.com

Aditya Modi
Head – Influencer Relations and Partnerships
aditya.modi@eclerx.com

Fighting Financial Crime with Veteran-Led Expertise

Combining decades of domain experience in financial crime prevention and the mission-ready mindset of veterans, eClerx’s Fayetteville, NC, center is building a more resilient future for FCC services.

Blending deep domain compliance expertise and cutting-edge technology solutions, eClerx’s Center of Excellence (CoE) in Fayetteville, North Carolina, has transformed Financial Crime Compliance (FCC) for firms all across the Banking, Financial Services, and Insurance (BFSI) sector. However, this center is more than a strategic hub for best-in-class anti-financial crime operations.

Located near Fort Bragg—the nation’s largest military installation—eClerx’s CoE is committed to empowering the veteran community by offering meaningful career opportunities in financial services to transitioning military personnel and military spouses. Through our training program, we work to combine the precision and resilience of veterans with advanced skills across anti-money laundering (AML), know your customer (KYC), and compliance functions to offer high-quality onshore support and operational readiness for financial institutions. 

The Veteran Advantage

The values and capabilities of the veteran community directly align with the highly demanding world of financial crime compliance. From leadership and discipline to strategic thinking and decision-making under pressure, veterans possess skills that eClerx sees not just as transferable to BFSI services, but as a transformative force.

With the ability to assess risk quickly, adhere to complex regulatory frameworks, and maintain a sharp operational focus, veterans bring unique traits that enable our compliance teams to deliver operational efficiencies, mitigate risk, and enhance process integrity at scale for our clients. Combined, this has made our CoE a cost-effective alternative to in-house compliance operations powered by professionals who are committed and deeply aligned with our clients’ goals.

Tailored Training & Support

With a significant portion of our CoE’s workforce composed of veterans and military spouses, we’ve developed a concentrated pool of scalable talent. But it’s not just who we hire—it’s how we invest in them beyond recruitment.

Every new team member undergoes an onboarding process tailored to their skillset, followed by immersive AML operations and KYC learning modules, hands-on experience, and mentorship that ensures they are prepared to deliver results from day one.

To ensure continuous professional development, eClerx also offers training programs and upskilling for new analysts to help them earn their Certified Anti-Money Laundering Specialist (CAMS) certification with the ability to sit for the exam within their first six months of employment. Through these practices, we ensure veterans are not just filling roles but preparing themselves for lasting success in financial services.

Building Long-Term Careers with Lasting Client Impact

Partnering with local veteran transition programs, eClerx works to ensure both a steady stream of talent and long-term growth for our existing members. Ranging from operational support, project management, and subject-matter expertise, we provide clear career trajectories for the military community that provide challenges and expand industry knowledge.

This benefits our clients just as much as our employees. By placing the right people in the right roles, eClerx ensures consistent, scalable, and high-performing support that reduces costs, improves compliance accuracy, and supports regulatory readiness. This means our clients can rely on a team that understands the nature of BFSI services and is committed to exceeding their expectations.

A New Mission, A Shared Purpose

For many veterans and military spouses, the transition to civilian life comes with a fair share of uncertainty. That is why eClerx has made it our goal to provide the military community with more than just a job. Our Fayetteville Center of Excellence offers service members a new mission grounded in service, elevated by opportunity, and backed by a strong support system that ensures their success, all while ensuring compliance excellence to our clients.

Contact us today and learn more about how we assist the military workforce and see how our services and technology, like Compliance Manager, eClerx’s proprietary KYC platform, can help your firm in the fight against financial crime.

Rapidly scaling KYC operations for a global investment bank

eClerx partnered with a leading U.S.-based investment bank to accelerate its Know Your Customer (KYC) review operations. By rapidly expanding teams, standardizing training, and strengthening oversight, the bank reduced backlogs, met regulatory deadlines, and improved operational stability.

This global investment bank manages a large and diverse client base across regions. Timely and accurate KYC reviews are critical to meet regulatory requirements, manage risk, and maintain smooth client relationships.

Over time, a growing backlog of KYC reviews began to impact operations. Delays increased, regulatory deadlines approached, and the number of pending reviews continued to rise. The bank needed a scalable solution to quickly expand capacity without compromising quality or compliance standards.

The challenge

Managing large volumes of KYC reviews requires skilled teams, consistent processes, and strong controls. For this bank, the backlog from the previous year created significant operational pressure.

Pending reviews placed the organization at risk of missing critical regulatory deadlines. At the same time, internal resources were limited, and demand continued to grow. The bank needed to quickly onboard a large, multi-location team while maintaining strict quality and compliance expectations.

Key challenges included:

Growing backlogs:

• Large volume of pending KYC reviews
• Risk of missing regulatory deadlines

Capacity constraints:

• Limited internal resources
• Need for rapid team expansion

Consistency and quality:

• Maintaining high accuracy standards
• Ensuring alignment with compliance requirements

Operational pressure:

• Rising review volumes
• Tight timelines across regions

Our strategy

After reviewing these challenges, eClerx designed a structured scaling program focused on rapid team deployment, consistent training, and strong performance management.

First, eClerx rapidly expanded KYC operations across Singapore, London, and the United States. Experienced teams were hired and onboarded quickly, supported by dedicated team leads, regional managers, and a global program manager to ensure strong oversight.

In the United States, eClerx leveraged its Fayetteville Center of Excellence to access a highly skilled and reliable talent pool, while maintaining additional trained resources to handle volume spikes.

Next, eClerx implemented a standardized training program to ensure consistency across regions. Training covered 32 client-specific topics, ensuring all team members followed the same quality, regulatory, and operational standards.

Finally, eClerx introduced a structured performance tracking framework. Key metrics such as completion speed, accuracy, and compliance were monitored closely. Regular reviews and real-time feedback supported continuous improvement and early issue resolution.

The results

Through rapid scaling, structured training, and strengthened controls, the bank stabilized its KYC operations and improved overall performance.

Backlogs were reduced, regulatory timelines were met, and internal teams were able to focus on higher-value priorities. Improved reporting and quality controls provided stronger visibility and operational confidence.

• Reviewed over 9,000 entities, reducing pressure on internal teams
• Successfully met regulatory deadlines
• Strengthened compliance controls through expanded quality control processes
• Improved visibility through enhanced daily management dashboards
• Identified process improvement opportunities through analytics initiatives
• Integrated eClerx’s training framework into the bank’s internal onboarding programs

With these improvements in place, the bank established a more scalable and resilient KYC operation, better equipped to manage future growth, regulatory demands, and operational complexity.

eClerx included in ‘The AI Consulting Services Landscape, Q3 2025’ report

NEW YORK, Aug 4, 2025: eClerx Services Ltd (ECLERX.NS), a leading productized services company, has been identified among “Notable Providers” in Forrester’s report on ‘The AI Consulting Services Landscape, Q3 2025’.

The report provides an overview of a diverse set of 37 AI service providers within the rapidly expanding AI consulting landscape.

These AI service providers help define business value, design end-to-end AI experiences, and prove ROI — combining consulting expertise with technical design, change management, and measurable value realization for sustainable AI impact. With many organizations still in the early stages of AI transformations, or unsure of how it can benefit their goals, this report offers the expert analysis that businesses need.

As per the report, “AI leaders should use this report to understand the value they can expect from an AI consulting services provider, learn how providers differ, and investigate options based on size and market focus.” It goes on to say, “AI consulting services providers are harbingers of business transformation. For AI leaders tasked with helping their organization achieve their AI ambition, providers that translate complexity into competency stand out.”

In the report, Forrester identified eClerx as a “Notable Provider”, serving as a Systems Integrator within the financial services, manufacturing/production of high-tech products, and telecommunications industries for its AI consulting services and Generative AI platform, GenAI360.

With over 20 years of experience in driving digital transformation for many of the world’s largest Fortune 500 companies, eClerx’s robust technology consulting services have helped transform client challenges into incredible business opportunities. From initial support during the planning process, to implementing and maintaining these transformations, eClerx’s flexible engagement models and tailored solutions enable it to create the perfect technology framework for your brand.

Beyond consultation and implementation, GenAI360, eClerx’s award-winning Generative AI suite, also provides clients with intuitive and comprehensive modules that can be used throughout their entire organization. Built to function responsibly in accordance to Microsoft’s Responsible AI Standard v2, GenAI360 offers a variety of solutions like:

• Sales and marketing content creation
• Code automation
• Intelligent conversational chatbots for self-service
• Compliance and transaction monitoring
• Advanced analytics and dynamic insights

“It is an honor to have been included by Forrester in their latest report on AI Consulting services,” said Sanjay Kukreja, Head of Technology at eClerx. “We are committed to helping organizations achieve unprecedented results through the power of AI solutions and the expertise of our team. To be recognized by an organization like Forrester is, for us, proof of our dedication. We are excited to continue revolutionizing the way businesses around the world approach AI in their workplace.”

For more information on eClerx’s GenAI360 platform and our digital transformation services, visit https://eclerx.com/artificial-intelligence/genai360 and https://eclerx.com/technology-services/digital-transformation/.

Disclaimer

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .

About eClerx

eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

Media Contacts

Prathibha Das
Head – Brand & Corporate Marketing
prathibha.das@eclerx.com

Aditya Modi
Head – Influencer Relations & Partnerships
aditya.modi@eclerx.com

The new rules of eCommerce pricing strategy: How manufacturers stay competitive in dynamic marketplaces

In today’s fast-moving eCommerce landscape, pricing has become one of the most powerful competitive differentiators. Digital marketplaces have transformed how manufacturers sell, giving buyers instant visibility into products and prices across multiple channels. At the same time, competitors are increasingly using dynamic pricing solutions, competitive pricing intelligence, and AI-powered pricing software to respond to market changes in real time.

Keeping pace with these shifts requires more than periodic price reviews. Manufacturers need an eCommerce pricing strategy that combines real-time market visibility, competitor price monitoring, and intelligent decision-making to protect margins while remaining competitive. Supported by pricing analytics solutions, digital shelf analytics, and effective marketplace management, businesses can optimize pricing across every channel without sacrificing profitability.

In this guide, we’ll explore what’s changing in eCommerce pricing, the key challenges manufacturers face, and how an omnichannel pricing strategy powered by data and automation can help businesses stay ahead in an increasingly dynamic marketplace.

What’s changing in eCommerce pricing?

The rules of the game have shifted. Digital shelf analytics and competitive pricing intelligence show that pricing is now a real-time battleground, where increased transparency, smarter competitors, and shrinking margins require new levels of agility in marketplace management.

• Increased price transparency
  Today’s B2B buyers are armed with information. With a few clicks, they can access competitor price monitoring across brands, marketplaces, and distributors. This shift has raised expectations for consumer-like pricing: fast, transparent, and fair. Manufacturers who fail to provide clarity and consistency risk losing credibility and customers.
• Real-time market adjustments
  Modern competitors are using dynamic pricing solutions and advanced retail shelf analytics to change prices in real time, based on demand, inventory, and competitive data. Static pricing models that change quarterly or even monthly can’t keep up. Manufacturers who don’t use competitor price monitoring or can’t react quickly are often undercut or priced out of critical sales opportunities.
• Margin pressures from marketplaces and retailers
  Selling on digital marketplaces offers reach but comes at a cost. Fees, commissions, and platform pricing rules all eat into margins. Retailers also demand pricing consistency across channels, and violations can lead to penalties or product delisting. This puts manufacturers in a tough spot between balancing profitability while avoiding channel conflict.

Key pricing challenges for manufacturers

Even with a defined eCommerce pricing strategy, manufacturers face increasing pressure to remain competitive while protecting margins across multiple digital channels. The following challenges make manual pricing decisions increasingly difficult:

• Rising competition on digital marketplaces
  Manufacturers now compete with authorized distributors, third-party sellers, private labels, and global brands. Greater visibility means even small pricing differences can influence purchasing decisions.
• Loss of Buy Box visibility due to pricing
  On marketplaces like Amazon, pricing directly affects Buy Box eligibility. Products that are overpriced or inconsistently priced can quickly lose visibility and sales.
• Margin pressure from discounting
  Aggressive promotions and marketplace competition often trigger unnecessary price reductions that erode profitability if not managed strategically.
• Real-time competitor price fluctuations
  Competitors increasingly use dynamic pricing solutions that update prices continuously, making manual monitoring virtually impossible.
• Difficulty maintaining MAP compliance
  Monitoring Minimum Advertised Price policies across hundreds of sellers requires continuous visibility to identify violations before they impact brand value.
• Managing profitability across marketplaces
  Every marketplace has different fees, commissions, fulfillment costs, and customer expectations. Optimizing prices while protecting profitability becomes increasingly complex.

The risks of outdated pricing strategies

Despite the eCommerce landscape changing drastically over the last five years, many brands still adhere to a legacy omnichannel pricing strategy that harms their organization’s growth, resulting in issues like:

• Price erosion and channel conflict
  When pricing isn’t aligned across partners, undercutting becomes inevitable. One distributor drops their price to move inventory, prompting a retailer to follow suit, leaving the manufacturer squeezed and the brand devalued. Inconsistent pricing erodes trust and damages long-term relationships.
• Missed revenue opportunities
  Relying on a flat pricing model leaves significant money on the table. Regional demand, seasonality, competitor activity, and inventory levels impact every brand’s retail shelf analytics, and all create opportunities for price optimization. Manufacturers who fail to capitalize on these nuances miss out on potential revenue and margin growth.
• Loss of retail or marketplace visibility
  On platforms like Amazon, pricing is directly tied to product visibility. Listings with non-competitive pricing can be suppressed or lose the Buy Box. Algorithmic rankings favor sellers who actively optimize pricing strategies in their marketplace management. Without smart pricing and competitor price monitoring, manufacturers risk becoming invisible.

How data-driven pricing helps manufacturers stay competitive

Modern pricing decisions require more than intuition. By combining competitive pricing intelligence with AI-powered analytics, manufacturers can respond faster to market changes while protecting profitability.

• Competitor price monitoring
  Track pricing changes across marketplaces in real time to quickly identify pricing gaps, respond to competitor activity, and maintain competitiveness.
• Retail shelf analytics
  Gain visibility into pricing, promotions, availability, and assortment across retailers to understand how products perform on the digital shelf.
• AI-powered pricing automation
  Leverage AI-powered pricing software and pricing automation tools to adjust prices based on competitor activity, inventory, demand, and business rules.
• Marketplace intelligence
  Monitor Buy Box performance, seller activity, pricing consistency, and marketplace trends to improve pricing decisions across channels.

Build a smarter eCommerce pricing strategy with eClerx

Staying competitive requires more than occasional price updates. Manufacturers need real-time competitive pricing intelligence, digital shelf analytics, and AI-powered pricing solutions to optimize pricing across every marketplace.

eClerx’s marketplace management solutions combine competitor price monitoring, retail shelf analytics, pricing analytics solutions, and intelligent automation to help manufacturers protect margins, improve marketplace visibility, and make faster pricing decisions with confidence.

Learn how eClerx helps manufacturers transform eCommerce pricing with intelligent marketplace management and pricing optimization solutions.

Frequently Asked Questions

What is eCommerce pricing strategy?

An eCommerce pricing strategy is the approach businesses use to set, manage, and optimize product prices across online sales channels. It considers factors such as competitor pricing, customer demand, marketplace fees, inventory levels, and profit margins to ensure products remain competitive while supporting business objectives. A successful strategy also aligns pricing across multiple channels to deliver a consistent customer experience.

How does dynamic pricing work in eCommerce?

Dynamic pricing uses real-time data and predefined business rules to automatically adjust product prices based on factors such as competitor activity, demand fluctuations, inventory availability, and market conditions. Many organizations use AI-powered pricing software and pricing automation tools to continuously optimize prices, helping them remain competitive while protecting margins.

Why is competitor price monitoring important?

Competitor price monitoring enables manufacturers and retailers to track pricing changes across marketplaces in real time. By understanding how competitors price similar products, businesses can respond quickly to market shifts, identify pricing opportunities, improve Buy Box performance, and make more informed pricing decisions without relying on manual tracking.

What is retail shelf analytics?

Retail shelf analytics provides visibility into how products appear and perform across digital marketplaces and retailer websites. It tracks metrics such as pricing, promotions, product availability, search rankings, assortment, and Buy Box ownership. Combined with digital shelf analytics, these insights help manufacturers optimize product visibility, maintain pricing consistency, and improve marketplace performance.

What are AI-powered pricing solutions?

AI-powered pricing solutions use artificial intelligence, machine learning, and advanced pricing analytics to recommend or automate pricing decisions. These solutions analyze large volumes of market, competitor, and customer data to support intelligent pricing strategies, improve operational efficiency, and enable faster responses to changing market conditions.

What is an omnichannel pricing strategy?

An omnichannel pricing strategy ensures pricing is managed consistently across all sales channels, including eCommerce websites, online marketplaces, distributors, and physical retailers. By coordinating pricing across every touchpoint, businesses can reduce channel conflict, maintain brand integrity, improve customer trust, and support long-term profitability while adapting to changing market conditions.

Leader in Financial Crime and Compliance Operations

NEW YORK, Aug 11, 2025: eClerx Services Ltd (ECLERX.NS), a leading productized services company, today announced that it has been named a “Leader” in Everest Group’s 2025 Financial Crime & Compliance Operations Services PEAK Matrix® Assessment.

Everest Group’s PEAK Matrix® provides a comprehensive evaluation of leading financial crime and compliance (FCC) service providers, analyzing the competitive landscape and assessing each provider’s key strengths and limitations. These trusted, unbiased evaluations analyze key factors such as vision, capabilities, talent availability, market impact, and cost – making them a go-to resource for leading enterprises worldwide. Providers also rely on the PEAK Matrix® to benchmark their offerings against peers and refine their strategies.

“As enterprises seek modular and scalable FCC operations, providers with configurable workflows and workforce maturity are increasingly being favored,” said Dheeraj Maken, Practice Director, Everest Group. “eClerx brings a modular Compliance Manager platform, agentic automation capabilities, and a globally distributed delivery presence. Its focus on staff certification and operational continuity further supports its positioning as a Leader in our Financial Crime and Compliance (FCC) Operations Services PEAK Matrix® Assessment 2025.”

The report highlighted several of eClerx’s key strengths, including:

• Proprietary compliance solutions: eClerx has developed a modular Compliance Manager platform with configurable workflows that support a wide range of FCC operations, that include solutions integrating automation, Generative AI, and NLP-powered tools for client/vendor onboarding, document digitization, and screening to help reduce compliance risks.
• AI and agentic automation at scale: eClerx has facilitated the implementation of WorkFusion’s Digital Worker Evelyn to drive intelligent automation in FCC operations, streamlining repetitive tasks and improving operational efficiency.
• Highly skilled, scalable workforce: With 100% of FCC staff internally certified, an average experience of over five years, and a 25% flex capacity, eClerx ensures consistent service quality, rapid scale-up, and adaptability in managing compliance demand volatility.
• Geographically diversified delivery network: With delivery hubs across six continents, eClerx offers hybrid, regionally optimized compliance support, enhancing both risk coverage and operational resilience. This network includes the FCC CoE in Fayetteville, North Carolina, which provides high-quality onshore FCC support and partners with the transitioning military community for domain expertise and agile regulatory support.

eClerx offers a comprehensive suite of compliance support, ranging from Know Your Customer (KYC), Anti-Money Laundering (AML), Anti-Bribery and Corruption, Fraud detection and prevention, and regulatory reporting services. Its robust and dedicated solutions offer unprecedented scalability, offering no fixed platforms or subscription costs and fast ramp-up times to ensure clients only pay for the services and headcounts they need.

“It is an incredible accomplishment for Everest Group to recognize eClerx as a Leader within the FCC sector,” said Abhineet Jain, Head of Financial Crime Compliance Practice, eClerx. “Over the past two decades, we’ve helped leading global financial institutions transform their KYC and AML operations and technology ecosystem, and to have our efforts highlighted by a prestigious institution like Everest is an honor. As we continue to invest in our Compliance Manager CLM Solution and expand our FCC Centers of Excellence globally, we are more dedicated than ever to ensure our clients receive the support they need to curb financial crime and better meet the evolving regulatory demands.”

Click here to know more about how eClerx helps manage compliance and regulatory risks for 9 of the top 20 global financial institutions.

Disclaimer

Licensed extracts taken from Everest Group’s PEAK Matrix® Reports, may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis.  All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking.  To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports. 

About eClerx

eClerx provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.

About Everest Group

Everest Group is a leading global research firm helping business leaders make confident decisions. Everest Group’s PEAK Matrix® assessments provide the analysis and insights enterprises need to make critical selection decisions about global services providers, locations, and products and solutions within various market segments. Likewise, providers of these services, products, and solutions, look to the PEAK Matrix® to gauge and calibrate their offerings against others in the industry or market. Find further details and in-depth content at www.everestgrp.com.

Media contact

Prathibha Das
Head – Brand & Corporate Marketing
prathibha.das@eclerx.com

Aditya Modi
Head – Influencer Relations and Partnerships
aditya.modi@eclerx.com

Smart pricing and beyond: future-proofing your eCommerce strategy

As buyers increasingly turn to digital channels, manufacturers and eCommerce leaders must evolve their online strategies to remain competitive, visible, and profitable. While price plays a critical role, success on the digital shelf requires much more, from accurate product data and content consistency to inventory availability and responsiveness to market shifts.

Our experts will walk you through proven strategies to boost product performance online and strengthen your digital go-to-market approach.

In this webinar, you’ll learn:

• Why smart pricing is about more than just tracking competitors
• How AI can help you respond faster to market changes
• Which KPIs drive high-performing eCommerce channels

Speakers

Saurabh Sharma

Global Product Lead

eClerx

Jamyn Edis

Vice President & Head of Corporate Data Pearson

eClerx

Jimmi Rai

Vice President HD Supply

AI Powered eCommerce: Optimize and Win

As challenges such as inconsistent retailer compliance, limited competitive visibility, and shifting customer search behavior become increasingly complex, AI is transforming the way companies respond and thrive. In this exclusive webinar, industry experts from eClerx will reveal actionable strategies and offer a first look at Market360—our innovative digital shelf solution—designed to give your business the competitive edge it needs to succeed in 2025 and beyond.

Don’t miss this opportunity to learn, adapt, and lead the eCommerce transformation.

This webinar covers:

• How AI-driven tools can recommend optimization of product content to boost search rankings and customer conversions
• Proven strategies to outpace competitors, using deep insights from pricing, promotion and market trends
• Intelligence solutions that reduce lost sales and enhance cross-channel product availability

Speakers

Justin King

Global Managing Director

B2B Commerce

Saurabh Sharma

Global Product Lead

eClerx

Jamyn Edis

Vice President & Head of Corporate Data Pearson

eClerx

Revitalizing the telecom customer journey with Generative AI

The telecommunications industry has struggled to maintain consumer loyalty over the last decade, but could the power of generative AI help brands reimagine their customer experience management for the better?

In an industry where it is difficult for brands to differentiate themselves, offering frictionless customer journeys has quickly become a core asset for telecom organizations to gain a competitive edge. Despite this, the telecom sector still suffers from high levels of churn and dissatisfaction, with recent cost-cutting initiatives and rising agent turnover rates adding even more complications to their touchpoints.

However, the meteoric growth of generative AI in telecom IT solutions has shown these brands that they can embrace both cost savings while also radically transforming their customer experience management to better meet increased expectations. From streamlining touchpoints for agents to enabling more targeted training, here are several examples of how generative AI can improve the telecom customer journey.

How GenAI can enhance customer experience management

• Smarter support for human agents
  

  Contact centers remain a major pain point, with consumers facing long wait times and frequent call transfers that erode their brand loyalty. Additionally, the rising volume of interactions from support channels and the lack of data analytics in telecom industry have left agents feeling overwhelmed and underprepared, leading to high turnover and a further decline in support quality.

  
  

  Thankfully generative AI has already proven its value with telecom IT solutions, with 85% already seeing improvements to their customer experience management after implementing them. Through handling repetitive tasks like ticket creation and call summaries, AI empowers agents to focus more on efficiently resolving issues and strengthening customer relationships instead of filling out forms.

  
  

  However, one of GenAI’s most promising features comes in the form of its speech recognition capabilities. real-time speech recognition. Leveraging machine learning (ML) and Natural Language Processing (NLP), these tools can predict customer satisfaction (CSAT) and net promoter scores (NPS) by analyzing customer tones and specific keywords. This enables agents to hyper-personalize their approach during interactions to a far greater degree—whether pivoting to calm a frustrated caller or identifying upsell opportunities during a positive conversation.

• Improved onboarding and targeted training
  

  Agents working in the telecom industry regularly have to wear multiple hats, providing support across a variety of services from internet to cable, all while being expected to upsell and keep customers loyal. Due to this overwhelming nature, it can be tough for brands to ensure their new hires are fully prepared while confirming that current agents stay updated on protocols.

  
  

  By processing 100% of interactions throughout the customer journey, generative AI technology can provide better data analytics in telecom industry, helping supervisors better identify any training gaps in their contact centers. For example, if an agent is identified as not making many upsell attempts, supervisors can set up time to help them better identify these opportunities and how to naturally work them into a conversation.

  
  

  Such solutions not only help enhance the many touchpoints within the telecom sector, but also boost agent confidence and satisfaction, reducing turnover and guaranteeing happier customers

• Comprehensive compliance monitoring
  

  In the telecom industry, it is vital for brands to ensure they are compliant with any regulatory requirements. If an agent happens to engage in a non-compliant action, telecom organizations risk significant legal issues, financial penalties, and a negative impact to their credibility.

  
  

  Through its ability to target common keywords tied to examples of non-compliance, telecom IT solutions using GenAI tools can automatically flag interactions that could possibly violate any regulations and send them to supervisors. From there, CX teams can proactively prevent any deviations from the established protocol, and even implement additional training to ensure agents remain compliant.

  
  

  Additionally, generative AI tools also gather data analytics in telecom industry and log its compliance monitoring activities, making it significantly easier for telecom organizations to be prepared for any regulatory audits that may happen.

eClerx’s QA360: The future of quality assurance in telecom IT solutions

Although generative AI can be a powerful tool to enhance customer experience management, not all brands currently have the skills or planning required to incorporate this technology into their current processes. With 25% of gen AI efforts predicted to fail in 2025, it’s more important than ever to have a reliable solution tailored exactly for your organization’s needs.

To help enable our clients quickly join the AI revolution, eClerx developed QA360, our proprietary generative AI-powered QA tool, an easy-to-use solution that delivers meaningful insights into the status of both customer journeys and CX programs.

Recently, one of our longtime telecom clients began to face a decline in customer retention due to limited data analytics in telecom industry. Without visibility into the behavior and satisfaction of their consumers, they were unable to identify solutions. Introducing QA360 into the client’s CX processes, eClerx’s team of CX specialists were able to provide detailed near real-time insights into the performance of their agents and the recent increase in customer churn. This allowed supervisors to plan for more targeted training for agents, significantly improving their first call resolution rates by 35% and reducing their customer churn by 5% each month.

Ensure your business stands out with eClerx

At eClerx, we recognize that these digital transformations do not happen overnight, and data analytics in telecom industry are tough to access. That is why we offer our clients in-depth CX and Technology consulting services, as well as access to our award-winning GenAI360 and QA360 tools, to ensure their organization is prepared to embrace the future of CX.

Contact us today, and our team will reach out to discuss your organization’s current needs and work with you to analyze which touchpoints in your customer journey could benefit the most from generative AI.

How to increase retail shelf visibility with retail media

If you’re in charge of digital shelf strategy or a retail media lead, your performance is increasingly under the microscope. You’re expected to drive visibility, increase conversions, and stretch budgets further – often across fragmented and ever-evolving platforms. This guide will help you make an immediate, measurable impact for both your team and leadership to scale rapid value.

The teams that win are the ones who turn complexity into clarity, insights into action, and spend into scalable ROI.

The impact of retail media on digital shelf visibility

In today’s competitive digital marketplace, securing prominent visibility is essential for driving sales. As retail media continues to grow, it’s become more important that brands adopt strategic and proactive digital shelf strategy to ensure they rise above the competition and grab consumer attention. In this post, we’ll delve into how retail media influences visibility and offer best practices to help your brand increase its share of search and effectively track ad-attributed conversions.

Why retail media matters for digital shelf strategy

Retail media offers a unique opportunity to engage consumers at the point of purchase. Sponsored placements, programmatic ads, and native content aren’t just traffic drivers – they’re margin movers, which brands can use to enhance their visibility and increase their share of search. By tapping into data-driven insights, using the right digital shelf analytics software, and strategically placing ads, brands can maintain a competitive edge in a fast-growing and crowded digital landscape.

Challenges to improving your visibility

Did you know that 92% of shoppers abandon purchases when product pages lack essential details and high-quality images? As a retail media executive, we often find ourselves asking these familiar questions:

• “Why are we losing page one rankings?”
• “Why are we spending more but getting less return?”
• “Why is our data scattered across ten different platforms and doesn’t talk to each other?”
• “Why can’t we respond fast enough to search algorithm changes?”

These questions stem from underlying, systemic challenges, which are solvable. Here are some of the common challenges:

• Growing competition: As more brands recognize the importance of retail shelf visibility, the competition becomes fiercer. Major retailers increasingly offer sponsored product placements, meaning brands must not only invest more, but also continuously optimize their digital shelf strategy to maintain visibility. The cost of prime ad placements also rises when more companies are doing the same, making it vital for brands to ensure their campaigns are efficient and effective.
• Data silos: Retailers often provide their own analytics and insights, which can be valuable but fragmented. Brands that sell on multiple platforms (like Amazon, Walmart and Target) deal with siloed datasets, which makes it difficult to gain a holistic understanding of overall performance. This lack of integration can lead to missed opportunities and reduce the ability to make data-informed decisions across online platforms.
• Algorithm evolution: Similar to traditional search engines, retail search algorithms are regularly changing. Changes can include how products are ranked, new criteria for relevance, and shifts in consumer search behavior. As being proactive of these algorithm updates is crucial, brands that fail to do so could lose retail shelf visibility even if they previously ranked highly, potentially impacting sales and overall brand presence.

How AI-powered digital shelf solutions can help

AI-powered digital shelf analytics software and tools can accelerate product visibility in manifold ways, including:

• Auto-optimize bids based on conversion probability
• Surface emerging keyword trends before competitors catch on
• Predict where you’re losing visibility – and why

AI-powered retail business intelligence solutions can analyze vast data sets to spot trends, optimize ad placements, and predict shopper behavior. Automating tasks like keyword optimization and campaign adjustments allows your brand to maintain its share of search while adapting to changing algorithms. In addition, AI-driven digital shelf analytics software make it easier to track ad-attributed conversions and refine your digital shelf strategy on the fly.

Best practices for maximizing your share of search

You have to kill the silo to win the digital shelf strategy. That requires syncing and unification, which requires resourcing and investment in data and foundational technology.

Implementing these best practices help to maintain a competitive edge on the retail shelf:

1. Continuously optimize product listings:
   • Product pages should feature high-quality images, comprehensive descriptions, and accurate information.
   • Keep listings relevant and compelling by regularly updating them. Make use of rich media elements, such as videos and interactive content.
   • Incorporate keywords naturally within titles and descriptions to align with search algorithms.
2. Invest in strategic ad placements:
   • Use retail media to secure top-of-page spots, focusing on high-traffic and high-conversion keywords.
   • Develop a balanced ad strategy that includes both sponsored product placements and display ads to increase your visibility throughout the buyer’s journey.
   • Regularly assess the performance of your ad placements to ensure you’re investing in the most impactful channels.
3. Leverage data-driven insights:
   • Monitor consumer behavior, successful keywords, and ad performance across all relevant platforms.
   • Use this data to fine-tune your strategy regularly, focusing on the most profitable product categories and adjusting campaigns to reflect changing market trends.
   • Incorporate A/B testing to evaluate the effectiveness of your content and ads, and use those learnings to inform future initiatives.
4. Maintain consistent branding:
   • Align your messaging and visual identity across all retail platforms to strengthen brand recognition and customer trust.
   • Create standardized templates for product descriptions and imagery to ensure consistency.
   • Utilize brand guidelines to maintain a cohesive look and feel, regardless of the platform.
5. Adapt to algorithm changes:
   • Keep up-to-date on algorithm updates and be prepared to tweak your approach as needed.
   • Stay informed through industry reports, retailer announcements, and analytics data to understand how updates may affect your ranking.
   • Build flexibility into your strategy to allow you to pivot quickly when changes occur.

The importance of the right digital shelf analytics software

To measure the impact of your retail media efforts, it’s essential to accurately track ad-attributed conversions. Choose analytics solutions that seamlessly integrate with your retail partners, giving you clear visibility into how your ad spend translates into sales.

Final thoughts

In today’s world, you have to play smart offense with paid media. This means going beyond blanket ad buys and running a layered, targeted, omni-channel and data-informed campaign strategy.

To stay visible, your digital shelf strategy must be backed by a data-informed approach, especially as retail media continues to evolve. By integrating AI-driven digital shelf analytics software, and following best practices, your brand can maximize its share of search and drive measurable results.

No matter if your role or function is within the Retail Media team, you’re not just managing ads – you’re orchestrating growth. Retail media and digital shelf excellence isn’t just tactical. When executed right, it’s a boardroom-level growth driver.

Now’s the time to step up, stand out, and show senior leadership that your retail media strategy doesn’t just support sales – it accelerates it.

Want to learn more? Watch this on-demand webinar for expert insights and actionable strategies on how AI-powered digital shelf solutions can optimize your product content, improve search rankings, and drive higher customer conversions.