As the Trust & Safety (T&S) landscape continues to evolve, enterprises are under increasing pressure to safeguard against content complexities that pose not only data and privacy risks, such as deepfakes and algospeak, but also user safety challenges due to obnoxious content. Technological solutions can provide the answer to the difficult issues of scale and speed in the face of rapid developments across new technological frontiers.

In this on-demand LinkedIn Live, Everest Group experts Abhijnan Dasgupta, Practice Director, Dhruv Khosla, Senior Analyst, and David Rickard, Partner, discussed the latest developments and emerging themes in the T&S technology space.

Attendees will come away with a comprehensive understanding of the challenges and opportunities in this sector for both enterprises and providers.

During this on-demand LinkedIn Live, we discussed:

What does the Trust and Safety technology landscape look like?
What is the impact of AI and regulations on Trust and Safety technology?
What areas of Trust and Safety will see increasing partnerships for technology?

Watch Everest Group’s Abhijnan Dasgupta, Practice Director, Trust & Safety, discuss the impact of generative AI on moderator wellbeing, including the role it will play in the wellbeing lifecycle. Abhijnan joins a panel of industry experts to discuss the future of wellbeing in Trust and Safety.

Key questions answered in this on-demand webinar:

• How does genAI exemplify the need for T&S wellbeing services?
• In which areas can AI help with moderator wellbeing?
• What is the future of moderator wellbeing?

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Trust and Safety

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Trust and Safety

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Catch Everest Group Practice Director, Abhijnan Dasgupta as he explores the impact of generative AI on moderator wellbeing, including the role it will play in the wellbeing lifecycle, and discusses the future of wellbeing in Trust and Safety (T&S). With generative AI causing an increase in the volume and complexity of content to be moderated, there is a need to enhance wellbeing efforts for content moderators as they are confronted with new challenges.

What questions will the webinar answer for the participants?

• How does gen AI exemplify the need for T&S wellbeing services?
• In which areas can AI help with moderator wellbeing?
• What is the future of moderator wellbeing?

Register

Abhijnan Dasgupta
Practice Director, Everest Group
Dr. Michelle Teo
Clinical Director, Zevo Health

WATCH THE WEBINAR ON-DEMAND

In light of the current economic landscape, regulatory changes, and technology-led disruption, the need for an evolution in Trust and Safety (T&S) Business Process Services (BPS) has become apparent. It is evolving in both scope and execution as generative AI and compliance with regulations, especially in Europe, take center stage.

Watch us as we explore the pivotal trends and challenges influencing the T&S market, including the impact of the election season, the rise of online harm, and the essential need for regulatory compliance.

What questions has the webinar answered for the participants?

• What are the key enterprise focus areas and trends in T&S?
• How will regulations affect enterprises?
• How will technology affect T&S services in the next 2-3 years?

Who should attend?

• CIOs and CTOs
• IT/BPO strategy leads
• Outsourcing and procurement managers
• Global sourcing managers
• Senior marketing executives
• T&S and content moderation leads
• T&S solutions and practice leads
• Client acquisition heads
• Senior sales executives from IT, BPO and T&S

The Trust and Safety (T&S) industry has undergone significant changes, driven by the increasing volumes and diversity of content formats, the dynamic regulatory landscape online, and the need for nuanced regional content moderation services. Further, the demand for data annotation and AI support services has increased as enterprises continue to explore the use of generative AI for content creation and moderation.

The T&S landscape has providers across multiple categories – IT/BPO, Contact Center Outsourcing (CCO), and niche/specialist providers. These providers are increasingly becoming strategic enterprise partners and helping them to solve their challenges through augmented offerings, investments, and partnerships. Additionally, they are expanding their delivery landscapes by identifying and investing in talent-rich regions to enable localized operations.

• Trust and Safety Services PEAK Matrix® Assessment 2024

  

  What is in this PEAK Matrix® Report

  In this report, we assess 27 T&S service providers and position them on the Trust and Safety Services PEAK Matrix® as Leaders, Major Contenders, and Aspirants. Each provider profile offers a comprehensive picture of its key strengths and limitations. The study will enable buyers to choose best-fit providers based on their sourcing considerations

  Contents: 

  In this report, we examine:

  • Everest Group’s PEAK Matrix® evaluation of 27 leading T&S service providers
  • The competitive landscape of the T&S space
  • Providers’ key strengths and limitations

  Scope:

  • All industries and geographies
  • This assessment is based on Everest Group’s annual RFI process, interactions with leading T&S service providers, client reference checks, and ongoing analysis of the T&S market

  READ ON

What is the PEAK Matrix®?

The PEAK Matrix® provides an objective, data-driven assessment of service and technology providers based on their overall capability and market impact across different global services markets, classifying them into three categories: Leaders, Major Contenders, and Aspirants.

LEARN MORE ABOUT Top Service Providers

Catch Everest Group’s Abhijnan Dasgupta on a panel discussion at the Trust & Safety Summit UK. His session is titled “What’s Next for Trust & Safety Professionals?”

Abhijnan will join other experts to explore the future landscape of trust and safety, identifying key trends, challenges, and opportunities that lie ahead.

The panel will explore topics such as:

• What the future of digital platforms and online threats and harms will look like
• How to measure the success and change of impending regulations
• Ways to assess how Trust & Safety professionals can futureproof their operations
• How Trust & Safety will evolve as generative AI, Web 3.0, and Metaverse platforms become more prominent
• What will happen for Trust & Safety leaders if we do not see transformative change in light of new regulations?

Learn more

Abhijnan Dasgupta
Practice Director, Everest Group

Today, social media is dealing with a swarm of content related to two simultaneous wars, one in the Middle East and another between Russia and Ukraine.

Manu Aggarwal, Partner at Everest Group, said trust and safety is among the fastest-growing segments of the business process services market. By 2024, Everest Group projects trust and safety will represent about $11 billion of the overall $300 billion business process services. Everest Group’s Practice Director Abhijnan Dasgupta estimates that spending on trust and safety tools could be between $750 million and $1 billion by the end of 2024, up from $500 million in 2023.

Read more in CNBC.

WATCH THE WEBINAR ON-DEMAND

Over the past few years, enterprises have invested significantly in robust Trust and Safety (T&S) infrastructures in partnership with service and tech providers. However, economic conditions and the advent of new technology have significantly disrupted the T&S market – presenting the potential to enhance and transform current T&S services.

Watch this webinar as our experts discuss the latest developments, emerging themes, and enterprise sourcing considerations in T&S in 2023 and what we can expect in the coming years.

What questions does the webinar answer for the participants?

• What is the current state of the T&S outsourcing market?
• What are the emerging trends and industry dynamics shaping the T&S outsourcing market?
• What are the key sourcing considerations for enterprises in the current market scenario?

Who should attend?

• CEOs, CCOs, CIOs, CTOs
• Head of trust and safety/content moderation
• Head of outsourcing
• Global sourcing managers
• Procurement heads
• Vendor managers
• BPO leaders
• Senior sales and marketing executives