Author: Peter Bendor-Samuel

Will Anyone Love Legacy IT? | Blog

March 28, 2022

I shared my perspectives on various service provider firms many times over the years in blogs, especially at times of industry consolidation, or when new technologies and business models impact the market, as economic cycles ebb and flow, and as relationships and contracts change because of new expectations of the providers’ clients. My intent in these observations is to help enterprise clients understand how trends can affect their decision-making regarding third-party services. I now want to share my updated opinion on a service provider firm that I have closely monitored since its CEO changed in September 2019.

Read more in my blog on Forbes

What’s Next in Extraordinary Customer Experiences | Webinar

March 24, 2022

Join this webinar titled, What’s Next in Extraordinary Customer Experiences, as Everest Group CEO Peter Bendor-Samuel, joins Accenture Senior Managing Director John Bolze and Amelia Founder and CEO Chetan Dube to discuss: 

  • The essential goals and considerations for creating extraordinary customer experiences
  • The new frontier in end-user support and what it means for business
  • Some of the new technologies making these experiences possible

Register for the webinar

When

Thursday, March 24, 2022, at 3:00 pm CDT, 4:00 pm EDT, 9:00 pm GMT, 2:30 am IST

Where

Live, virtual event

Presenters

Peter Bendor-Samuel
CEO
Everest Group

John Bolze
Senior Managing Director
Accenture

Chetan Dube
Founder & CEO
Amelia

Register for the webinar

 

Short-term and Long-term Picture of Talent Shortage | Blog

March 9, 2022

Fiscal policy and spending, inflationary pressures, combined with the recovery from the COVID-19 pandemic recession, resulted in our current overheating economy that demands a larger workforce. Combine that demand with the multi-year global talent shortage plus the social dynamics of the “Great Resignation” and early retirements post-COVID. This adds up to far more than a short-term staffing and attrition dilemma. At Everest Group, we have studied this situation and what it means for short-term and long-term business concerns. Read on to discover the reality of what’s ahead.

Read more in my blog on Forbes

Ukraine-Russia War Impact on Engineering and IT Services Availability | Blog

February 25, 2022

Ukraine is one of the top locations for offshore and near-shore third-party services, especially for engineering and IT skills. Thus, Russia’s invasion of Ukraine this week has a significant disruptive impact on American and European companies. What is the impact, which companies are affected, what are the numbers, how will it affect prices, and how long will this disruption last?

Read more in my blog on Forbes

Stay updated as we track this fast-moving conflict and develop further insights. Watch our LinkedIn Live event: How to Manage the Ukraine-Russia Impact on Service Delivery

Two Success Factors For Platforms To Improve Customer And Employee Experience | Blog

February 24, 2022

As I previously blogged, back in pre-COVID-19 pandemic times, companies experimented with changing to digital operating models and building digital platforms to drive competitive advantages in managing operations, especially in improving the customer experience and employee experience. As economies began coming out of the pandemic shutdown, it became clear that companies that had progressed further in the platform world fared much better during the pandemic; and many used their platforms to gain disproportionate market share. That picture is even more dramatic in 2022.

Read more in my blog on Forbes

Strategic Decisions in Managing Legacy IT Services | Blog

February 14, 2022

My recent blog about the “Legacy Technology Dilemma” explained how and why companies have unrealistic expectations around managing their legacy systems and applications. As companies contemplate the fate of their legacy estates – whether they currently reside in house or are currently outsourced to third-party service providers – executives face both tactical and strategic issues. It’s easier to deal with the tactical choices (cost, price, and service levels). However, the issues of stability, risk, and the ability to extract full value from legacy estates are much more nuanced.

Read more in my blog on Forbes

Legacy Technology Dilemma | Blog

February 8, 2022

Companies are migrating applications to the cloud, looking to reduce or shutter their legacy data centers. Many soon realize they have a portfolio of legacy applications that are just too expensive and too risky to move to the cloud. However, they have unrealistic expectations regarding the possibilities for those applications, and that leads to a dilemma in deciding how to handle them.

Read more in my blog on Forbes

How to Deliver Exceptional Customer Experiences | Blog

January 17, 2022

Customer experience is decidedly a top focus of company operations in 2022. As companies assess whether their digital-age investments achieve success, they increasingly look through the customer-experience lens. The goal in today’s digital platform world is to significantly improve customer, employee, and other stakeholder experiences. Platforms certainly have the capability of delivering exceptional customer experiences. So why are so many companies consistently providing disappointing customer experiences? We at Everest Group looked at the way companies apply the technologies and found the reason for the disappointing experiences.

Read more in my blog on Forbes

Why Areas of Enterprise Services Spend Will Increase in 2022 | Blog

December 9, 2021

When looking at the market outlook for services spend in 2022, I see several areas that will change dramatically. It is clear there are two primary drivers for the changes: the post-COVID-19 situation and the need to be more strategic in a digital world. Both drivers will change the way companies need to operate next year, and both will increase the cost to operate. Here is my overview of the coming changes.

Read more in my blog on Forbes

Understanding Digital Platform Costs | Blog

November 30, 2021

These days, nearly all companies assemble digital platforms so they can better compete in the marketplace. Platforms enable companies to better serve their customers and their employees as well as orchestrate their ecosystem. A platform integrates technology and services in a way that allows a company to operate differently. Hence, the platform world is vastly different from the current IT paradigm. Let’s look at the differences in aspects, including the cost to build, cost to maintain, cost of engineering and IT talent requirements, and need for retiring technical debt.

Read more in my blog on Forbes
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